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Northwestel is actively seeking two enthusiastic support clerks to join our External Service Desk!

Clerks will have the opportunity to work on a variety of telecommunications platforms supporting leading edge technology while playing a critical role in the success of our organization. This role requires excellent troubleshooting aptitude to assess and resolve customer needs in a timely manner.

Employment Equity 

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

Specific Accountabilities 

• Receives, logs and answers customer problems / requests/ issues
• Performs initial 1st level of incident identification for external customers and attempts to resolve when appropriate; otherwise, documents troubleshooting efforts in incident ticket and assigns case to appropriate support group.
• Manage all customer requirements with the different Northwestel products and services, by ensuring complete customer satisfaction in response to technical incidents. 
• Troubleshoot customer reported incident and initiate corrective action by walking user through solution or remote control of user’s desktop computer.
• Uses appropriate communication skills and questioning techniques to assess customer needs in a timely manner.
• Provide follow-up client contact to ensure satisfactory resolution of service requests and to solicit input concerning need for support services.
• Communicate outages (planned or unplanned), major changes to key stakeholders
• Ensure quality of the incident record prior to closing the incident.
• Shift Work will be required (including weekends and holidays)

Knowledge and Skills Required

• Grade 12 education, preferably supplemented by post-secondary OT courses.
• Computer Skills, including Microsoft Office and Internet Explorer, Windows client operating systems
• Must be able to follow process and management directives. 
• Must have excellent oral and written communication skills and ability to convert technical terms into everyday language to ensure understanding. 
• Excellent working knowledge of desktop application software, including Microsoft Office and Internet Explorer, Windows client operating systems 
• Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills.  Demonstrated ability to work well under pressure and handle frustrated clients.
• Must be able to multitask in order to reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism. 
• Customer service or helpdesk certification training an asset. Previous Service Desk or Call Centre support experience is an asset. 
• Experience using an incident tracking system is an asset. 
• Knowledge of ITIL Foundations or equivalent experience an asset.
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.