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HELPDESK OFFICER

The Helpdesk Officer will take on the dual roles of both quality assurance and corresponding with end-users of our system. They will help customers in verifying and addressing common issues while escalating and coordinating more complex concerns. They will be in charge of the entire customer issue life cycle, which may include testing the system as needed to verify issues as valid.

This is a remote post. Being part of our team means access to unlimited vacation leaves, working from home or a hybrid work arrangement, flexible working schedule, extracurricular and gaming activities, health and wellness, training and continuing education, and other exciting opportunities!

Qualifications

  • At least 2 years experience in similar roles. Preferably in a senior or lead position

  • Good written communication skills

  • Bonus points:

    • Knowledge in Database and System Administration.

    • Experience in Quality Assurance

  • Recommendations from your past Clients and Superiors

Job Responsibilities

Customer Support 

  • Oversee multiple lines of support which include Chat, Phone, Email and our ticketing system queue.

  • Streamline the processes to make it as efficient as possible

  • Be the first line of 'live' correspondence with our end users

  • Resolve common issues

  • Verify, escalate, and coordinate with other departments for more complex concerns.​

Quality Assurance

  • Create and relay tickets from client reports to the development team

  • Support the software development team in defining and testing features

  • Verify that work produced meets elicited requirements through test plan / test case development and execution

  • Anticipates current and future issues and develop plans and actions to minimize the negative impact