Help Desk Engineer - Remote Canada Only Department: Blue Mantis Employment Type: Full Time Location: Remote Compensation: $25.00 - $28.00 / hour Description The EUX Engineer L2 position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues. Additionally, this role provides guidance and support to the Level I team. The ideal candidate will have a proactive attitude, be a team player, and be willing to go the extra mile to assist team members and resolve client issues. Key Responsibilities - Resolve problems reported to the call center by phone or web tickets. - Provide first-level contact and problem resolution for customer issues. - Provide timely communication on service ticket status and resolution. - Assist Level I technicians with escalated issues. - Update and maintain Help Desk Documentation and knowledgebase articles. - Review and update Help Desk documentation as assigned. - Review and create KB articles. - Other functions as directed by management. - Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed. - Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed. - Work on tickets escalated by Level I engineers. - Create tickets and return calls to customer within the timeframe stipulated in the standard SLA. - Quickly and effectively communicate with customers within the SLA timeframe. - Work with vendor to resolve issues as required. - Configure/image desktops or laptops as needed. - Continually update and improve customer network documentation. - Continuously improve upon technical skills sets within assigned areas of expertise. - Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment. - Regular, predictable and punctual attendance. May occasionally need to work on holidays. Additional / Non-Essential Responsibilities: - Research and contribute technical information to the internal knowledgebase. - Develop expertise with GreenPages products and services to be used when working with customers. Skills, Knowledge & Expertise - 3-5+ years Technical Call Center/Help Desk experience - Comfortable with working on multiple open tickets simultaneously. - Comfortable with investigating, analyzing and troubleshooting client issues. - Able to make decisions on service ticket resolution without supervision. - Provide training to fellow team members and Level I engineers. Proficient in at the following: - Windows Operating systems – Windows, 10-11 - MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) - M365 and EntraID administration Intermediate network support: - Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps. - Basic knowledge of network technologies (LAN, WAN, wireless) - VPN clients (Cisco, SonicWall, Fortinet, etc.) Computer hardware support: - Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps. - Basic knowledge of network technologies (LAN, WAN, wireless) - VPN clients (Cisco, SonicWall, Fortinet, etc.) Printer support: - Setup/install local, wireless, and network printers - Troubleshoot hardware printer issues Mobile devices support: - Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc. - Install and troubleshoot broadband wireless devices and software Active Directory Administration: - Maintain user accounts in Active Directory - Security Group creation - Maintain user accounts for VPN sessions Security: - Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc. - Install and troubleshoot broadband wireless devices and software - Familiarity with Security Applications (Sophos, Rapid7, etc.) - Strong understanding of Spam applications (Defender, Mimecast, Proofpoint) Education: - Associates Degree in Information Technology or equivalent experience. At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst Job Benefits Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities, duties, and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join Us as a Technical Support Advisor! Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced call center environment, solving technical problems and guiding customers through their challenges? If you have a love for customer service and a knack for technology, we want you on our team! - Customer Service Excellence: - Handle customer inquiries via phone, delivering tailored solutions to technical issues. - Communicate clearly and effectively, both verbally and in writing, ensuring each interaction exceeds expectations. - Technical Support & Troubleshooting: - Diagnose, troubleshoot, and resolve issues related to iOS, macOS, smartphones, tablets, or PCs. - Use multiple systems to research and deliver efficient, real-time solutions. - Adaptability in Communication: - Connect with a diverse range of customers by adjusting your communication style to meet their needs. - Recognize and respond to verbal and non-verbal cues to provide an enhanced support experience. - Team Collaboration: - Collaborate with fellow advisors to share expertise, solve problems, and achieve team goals. Qualifications - Experience in customer-facing roles, such as in a call center or support environment (volunteer or academic experience counts too!). - A solid understanding of iOS, macOS, smartphones, tablets, or PCs—and a passion for troubleshooting. - Stay professional and composed in high-pressure situations, even when faced with criticism or setbacks. - Open to feedback and coaching, with a drive to continuously improve and excel. Requirements - Proven experience in customer support or technical assistance, ideally in a call center setting. - Strong verbal and written communication skills. - Problem-solving abilities with a flexible, adaptable approach to challenges. - Confidence in navigating multiple software tools and systems to resolve issues. - A self-motivated attitude with effective time management skills. Benefits - Competitive Pay: $17.31 per hour, with opportunities for performance-based incentives. - Comprehensive Benefits: Full health insurance package, including medical, dental, and vision coverage. - Cell Phone Perks: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Training and Growth: Paid training to set you up for success. - Career advancement opportunities with a globally renowned leader in technology innovation. - Referral Bonuses: Earn ongoing bonuses for referring new employees through our Referral for Life Program. - Supportive, Inclusive Environment: Thrive in a dynamic virtual work environment with a team that’s dedicated to your success. - Enjoy a culture that values diversity—we are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans. Remote Work Requirements - Private Workspace: A quiet, dedicated workspace with no distractions. - Ergonomics: A comfortable desk setup with all necessary equipment. - Internet: A reliable internet connection with a minimum of 20 Mbps download and 10 Mbps upload speed. - Ethernet Connection: Must be hardwired; Wi-Fi is not acceptable. Why You’ll Love Working Here At VXI, we value your contributions and commitment. Joining us means becoming part of a supportive, innovative team that champions continuous learning and career development. Whether you’re driven by curiosity, passion, or technical expertise, you’ll find the perfect space to grow and succeed with us. Ready to Take the Next Step? Apply today to become a Technical Support Advisor and help us create extraordinary customer experiences! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides valuable insight for solving problems. - Field complex/escalated issues for high value or critical clients - Work directly with clients to understand issues, document in a case, and work towards resolution - Uphold SLA’s regarding responsiveness on individual cases - Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team - Take ownership of technical issues and work with Engineering and product groups to resolve more advanced issues when necessary - Validate and identify product bugs and document the expected behaviors for resolution - Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps - Resolve escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention - Provide on-call support - Help train more junior members/customer support representatives on our software and processes - Update the ticket tracking system to provide an accurate, and current, status of support issues - Create Knowledge Base articles to expand the knowledge for handling support issues - Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems Qualifications - Ambitious, self-driven and an enthusiastic approach to problem-solving - Strong client communication skills, exhibits patience and grace in high stress situations to de-escalate to chart a path towards resolution - 1 year experience providing technical support for cloud-based software or services - Able to convey complex technical issues to other experts, as well as technical novices - Experience with ticketing systems such as Zendesk, JIRA, Salesforce or other - Technical degree in Computer Science or equivalent experience (2+ yrs.) Requirements - Relational database experience (MSSQL & PostgreSQL preferred) - Experience with administering windows desktops, servers and embedded systems - Enterprise SaaS or web-hosted software knowledge - Experience with streaming/video playback - Experience with Github, CI/CD, software deployment Company Description Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. - Consistently appeared on the GovTech 100 list over the past 5 years - Recognized as one of the best companies to work on BuiltIn - Served 5,500 federal, state, and local government agencies - More than 300 million citizen subscribers - Empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing support as a Senior-CCO Support, fully versed in all contact center specialties. - Assist current employees with product, order, and technical issues as the first point of contact for questions. - Handle first level escalations and special needs customers, passing high-level escalations to next level support or Supervisor as necessary. - Follow escalations through to resolution and provide final follow-up to customers. - Gather information and work with Regulatory on all PSC Complaint responses. - Supplement formal HR training with initial and continuous on-the-job training to agents. - Monitor internal problem orders/customers by working with other departments to ensure progress in resolving issues. - Identify and report to Supervisors any emerging trends or gaps in training, communication, and team needs. - Monitor and reply to social media and customer email boxes. Qualifications - 1+ year of experience in Inbound Call Center environment, including Sales, Service, Retention, or Financial Services. - 6+ months of experience in a CRM. - 6+ months of experience in handling escalated situations. - Must follow the TDS attendance guidelines to meet business needs. - Ability to travel as business needs dictate. - Experience working with escalated customer issues and problem resolution. - Understanding of the telecommunication and/or cable industry. - Understanding of telecommunication and/or cable products and services. - Excellent interpersonal communication skills (i.e., verbal, written, listening). - High-level sales skills support. - Problem-solving skills (i.e., customer complaints, business office issues). - Customer-focused problem-solving skills. - Ability to work 1st/2nd Shift hours. - Ability to work overtime, per needs of the business. Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. - Medical Coverage - Dental Coverage - Vision Coverage - Life Insurance - 401(k) Plan - Generous Vacation & Paid Sick Leave - Seven Paid National Holidays & One Floating Holiday - Paid Parental Leave (6 weeks after 12 months of employment) - Adoption & Surrogacy Assistance - Employee Assistance & Wellness Programs - Short-Term & Long-Term Disability (for associates working 30 or more hours per week) - TDS Service Discounts (for associates working 30 or more hours per week) - Education Assistance (for associates working 30 or more hours per week) - Paid Volunteer Time (for associates working 30 or more hours per week)