Job Title:

Call Centre Agent - Technical Support (IT)

Company Overview: Pacrim manages a portfolio of 8 multi-branded hotels throughout Canada, totaling some 876 hotel rooms, suites and cottages, with several more properties under development and a travel agency. Pacrim has, for nearly two decades, expertly managed hotels in partnership with many of the world’s most recognized hotel brands.

Pay Range: $23.50 – $26.50/hour

Work Hours: 40 hours/week

Workdays: Weekdays/Weekends

Location: 2 Locations Bedford & Digby, Nova Scotia

Reference#: TA2282

Number of Vacancies: 2 (2 locations)

Start Date: As Soon As Possible

Benefits: Benefits Package Available

Employment Term: Full-Time, Permanent

Position Summary: Call Centre Agent – Technical Support Specialists are primarily responsible for providing technical support to clients who experience technical issues with our website/software systems. The ideal candidate will have experience providing solutions to intricate problems and will thrive on helping people reach their goals. We’re looking for team-oriented, highly motivated professionals with strong backgrounds in IT.

Main Job Duties & Responsibilities:

• Research, identify, and resolve customer technical issues using applicable software and make necessary changes and updates to existing software.
• Respond to email requests from employees and customers seeking help with software or computer related issues with our website or payment systems.
• Occasionally, be available via phone assistance in order to walk customers/employees through technical difficulties and guide them to possible solutions.
• Learn the functions and back end of our software program so you can walk customers through the steps to achieve specific goals.
• Aid the development team in conceptualizing updates and upgrades that will enhance customers/users’ experience.
• Replicate, diagnose, and resolve technical problems encountered by customers.
• Supervise and train technical support team on maintaining a high level of courteous customer service at all times.
• Document and report product or service technical issues and resolutions to those issues for future reference and training for the IT Department and teams.
• Developing and implementing standards for inspection.

Education & Skills Requirements:

• Bachelor’s Degree in engineering, information technology, computer science, computer programming, or a related field is required.
• 5+ years of experience in IT related position.
• Passionate about user experience and good communication skills.
• Strong analytical, problem solving and troubleshooting skills.
• Ability to work independently and as part of a highly integrated team.
• Language: English essential, but candidates with foreign language skills that support Pacrim's tourism goals and match profile of international clientele is an asset.
• Additional Information: Position may entail some traveling within Nova Scotia.

TO APPLY:

Quote Job Reference: TA2282

Posted 2021-01-04