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Technical Support Representative

Toronto, Canada


North York, Toronto (Remote)

Single Mothers In Progress (SMIP) is a registered charitable organization providing programs and services that assist single mothers and their children with basic needs, education, and employment within the Greater Toronto Area (GTA). We provide support to single mothers and serve our registered families in Canada and internationally. After providing 7 years of programs and services, our organization has assisted over 700 families. Our goal is to motivate, help and empower single mothers.

 

At our organization, volunteers and staff are provided with the training and support needed to perform their duties. We guide everyone step by step to allow them to become familiar with our system and their responsibilities until they are able to work independently. We are always available if you have any questions or concerns. 

 

Job Summary:

You will be supporting end-users during troubleshooting activities as well as working directly with operating systems, hardware, and software to provide updates and patches. You will be working closely with the IT Manager and other representatives. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging office environment.

 

  • This position is also opened for Co-op students. 

Responsibilities: 

  • Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation

  • Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction

  • Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.

  • Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars, when possible

  • Provide support to clients and staff with tech-related issues through live chat 

  • Solve technical support tickets

  • Creating new users, editing users’ settings, archiving users

  • Provide additional support as needed


Skills and Qualifications:


  • Experienced with G Suite (Drive, Docs, Sheets) and Google Meet 

  • Excellent understanding of Windows OS 

  • Proven ability to communicate (verbally and written) clearly and effectively 

  • Solid customer service and interpersonal skills in a professional service environment

  • Strong time management skills; ability to multitask and set priorities 

  • Proven analytical and problem-solving skills with the ability to break down and solve any problem

  • Proactive approach, initiative, and adaptability

  • Demonstrated ability to learn fast

  • Reliable 

  • Works well under pressure and maintains a high level of quality of work 

  • A patient and warm demeanor

  • Ability to work and troubleshoot independently

  • Customer service experience preferred, but not required


Benefits of Volunteering with us


  • Flexible hours; You can choose your own shifts, and can change them when you want, but only later after informing your manager.

  • We are open 24 hours a day, 7 days a week. 

  • You have to choose at least 1 shift/week. 

  • You may stop volunteering with us when you wish to do so. There’s no time commitment required, but you won’t get a reference unless you have volunteered with us for at least 6 months. 

  • Available shifts (Eastern Time (ET)): 

Shift A: 9:00 a.m. - 1:00 p.m.

Shift B: 1:00 p.m. - 5:00 p.m.

Shift C: 5:00 p.m. - 9:00 p.m. 

Shift D: 9:00 p.m. - 1:00 a.m.

Shift E: 1:00 a.m. - 5:00 a.m.

Shift F: 5:00 a.m. - 9:00 a.m.

Job post date: October 9th, 2020

Deadline to apply: Open until filled


We sincerely thank all applicants for their interest in this position. We will get in touch with everyone to provide them with an update regarding their application. 


Single Mothers in Progress is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.