GoodLife Fitness is seeking a Help Desk Support Technician to provide internal support for Associates regarding technical issues with accounts, hardware, and software. The role involves handling e-mail and ticket support, performing remote troubleshooting, and providing on-site technical assistance.
Responsibilities
- Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues
- Works as a team in a ticketing queue
- Responds to Associate inquiries
- Escalates and assigns to the proper internal departments
- Provides detailed steps and training on how to use our equipment/software
- Performs remote support using technical remote tools in order to troubleshoot and resolve issues
- Uses industry standard remote connection tools
- Administers technical skill to troubleshoot the issue presented
- Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue
- Handles inbound calls from internal Associates and onsite technicians
- Performs outbound calls to Associates and Club locations
- Gathers pertinent information over the phone
- Communicates by providing suggestions and resolution steps
- Creates documentation through our ticketing system in order to capture steps required to resolve issues
- Documents common fixes into a Knowledge-Base for the team
- Composes documentation for Associates/end users that we support
- Provides on-site technical support
- Hardware trouble shooting
- Equipment set up
- Special event technical support
- Deskside support
- Inventory management
Skills
- Certifications in the technical field
- 1-3 years in Customer Service/Technical Support
- Computer Hardware & Software knowledge
- Printer troubleshooting
- Network troubleshooting
- Mobile Devices
Benefits
- Ongoing training and development to ensure a long and successful career path
- Career advancement opportunities
- Competitive Total Rewards Package
- FREE Fitness membership
- Fun and energetic atmosphere to come to every day!
Company Overview
GoodLife Fitness started in 1979 in London, ON, and has since grown to become the largest group of fitness club chains in Canada and the fourth largest in the world. It was founded in 1979, and is headquartered in London, Ontario, CA, with a workforce of 5001-10000 employees. Its website is http://www.goodlifefitness.com.