Business Tools Support Specialist Job Kanata area,Ontario Canada,IT/Tech

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Coordinates, diagnoses, troubleshoots, resolves incoming employee and partner/customer issues related to Business Tool Environment. Provides support services to users with issues and requests related to IT applications such as Identity Management, Order Management and Licensing Tools, CPQ, Salesforce, Service Now, etc. Provides timely resolution of problems or escalations to appropriate personnel.

Responsibilities:

Receiving customer and internal requests and issues related to IT Business Tools services at the 1st support level via various mediums (e-mail, self-service portal and a small amount by phone)

Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company’s liabilities and risks.

Properly documenting all necessary information in the ticketing system.

Creating, following up and updating tickets and assigning the correct priorities and categories.

Interpreting and analysing the available information for determining the course of action to resolve the incident or fulfil the request.

Solving tickets within agreed service level agreements or routing the sufficiently documented tickets to the appropriate level 2 and level 3 teams.

Providing feedback, status and resolution information to the requestor and to the relevant stakeholders

Ensuring a high level of customer satisfaction through professional communication with user

Requirements:

Strong communication skills;
Customer oriented;
Problem solving skills & analytical thinking; adaptive and learn quickly and proactively

Basic technical/IT skills; experience in Business tools support is a plus

BS/BA or advanced (University) degree in Business/ Information Technology related field - May be substituted for appropriate working experience (i.e. internship) where applicable

0-2 years’ experience in relevant field or successful work experience or internship

Language skills - English – C1 (it is required that all main responsibilities and internal and external communication will be conducted in English language). Language School Certification is a plus.

German – B2 (at least) is a strong plus

What we offer?

Professional Growth in a Global Company

Individual Career Path

Knowledge Sharing Programs and Trainings

Mentor Support

Flexible Working Hours

Home Office

26 Paid Vacation Days

5 Wellness Fridays Vacation

Medical Care including Dental Care, Glasses, etc.

Referral Bonus

Food Vouchers

Multisport Card

Store Discounts

Team Buildings and Company Events

Lounge and Game Areas

Metro Station next to the Office

#LI-SS3

For more information, visit Why Mitel or follow us on Linked In here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value differentperspectives, skills and experiences, and welcome applications from all sections of the community.


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