As a Customer Service/Customer Support Specialist you will be responsible for the day to day support of PDS Help Desk Clients. By leveraging customer service skills and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

Reporting Relationships:
Reports To: Team Lead
Direct Reports: None

Essential Job Responsibilities:
General Duties & Responsibilities – 70% to 85%

• Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
• Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.
• Assists with the development and improvement of work instructions, procedures, standards and documentation.
• Exceptional Attendance is a must

Mentoring, Collaboration, and Leadership– 5% to 10%

• Mentor and assist with training other customer support specialists
• Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's

Knowledge Management and Training– 10% – 20%

• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases

The above statements are intended only to describe the general nature of the job, and should not be
construed as an all-inclusive list of position responsibilities.

Education:

• High School Diploma or equivalent required

Preferred Qualifications:

• Customer Support Specialist (CSS) Certification

Job Related Experience:

• 2 years’ experience working in a Customer Service role preferred but not required

Additional Skills/Knowledge:

• Professionally respond to telephone calls, emails, chats and voicemails for customer support
• Technical writing experience
• Innovative, team-oriented problem solver.
• Strong commitment to providing quality service
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management and follow through skills.
• Ability to manage multiple competing priorities.
• Experience troubleshooting Microsoft Office
• Unwavering commitment to providing customers with an exceptionally high quality experience
• Telehealth and healthcare experience a plus

Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee is frequently required to move about and reach for items. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

**PLEASE READ** Converge Technology Solutions is dedicated to creating and maintaining a safe workplace and environment for our employees and their families. Converge will enforce any customer requirements related to COVID-19 vaccination status or mandatory mask requirements. Converge has the obligation to comply with guidelines enforced by federal or provincial law. Converge may recommend proof of vaccination or require mask when in the office or in attendance of any company sponsored event. If an exemption is needed, please contact the Converge People Operations department.