80 Help Desk Roles jobs in Ontario

Job Description

Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Inbound and Outbound Calls
• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization
• Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
• Creates and maintains user e-mail accounts.
• Virtual Machine and or Remote Desktop support
• Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.

Job Description

Rose Rocket

Job Description

FloSports leads the way in delivering world-class digital streaming for millions of fans, families, and athletes in underserved sports. Our digital platform unites casual and dedicated spectators alike, offering thrilling live events from around the world with interactive features, real-time analytics, and powerful broadcast technology. As the essential destination for niche sports content, we deliver everything from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. We've revolutionized the global sports media industry by building a diverse team—technologists and wrestlers, creators and cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and sports fans—all united by our passion to serve underrepresented sports communities. We're creating the ultimate destination for our sports, and we're looking for people like you to join us!

THE ROLE:

Everyone knows that Hockey is more than just a sport: it’s a way of life. Are you looking to join the world leader in providing hockey-related technologies and information services? If so, now is your chance to bring your obsession for hockey and your passion for technology together.

The role of the Customer Support Analyst, Full Time is the front-line resource supporting customer success. A key part of the role is ensuring the effective triage of all inbound client issues across product lines, resolving in real time, and escalating larger issues within the Customer Support team.

RESPONSIBILITIES:

• Be the primary resource for answering inbound calls and triage to appropriate resolutions

• Be the primary line of communication for incoming support tickets via phone, email, web submissions and chat

• Troubleshoot customer and partner issues and resolve in real time

• Log customer support calls and emails in our customer support portal to track all customer issues

• Follow up on unresolved customer tickets

• Promote an environment of delivering accurate information quickly to customers and partners

• Escalate any bugs or issues related to our products to the Team Lead on shift or Manager, Customer Support

• Work with Global Partnership Managers and Streaming Operations Center to ensure accurate information and expectations are being met for events, HockeyTV or AHLTV customers

• Provide guidance to partners on admin tools, general platform usage and syndication

• Troubleshoot and test our HockeyTV, AHLTV and FloSports apps using various devices and OTT Apps

• Provide partner support within the Leaguestat site, specifically League and Team Admin support

• Provide support to partners using HockeyTech provided API’s, Statview Feed and Module Kit

• Troubleshoot and test our team mobile Buzzer Apps using various devices

• Assist partners in Wordpress to create pages, posts and other website related content

• Provide guidance to partners on admin tools, general platform usage and syndication

• Troubleshoot and test our FloSports and AHLTV app using various devices and OTT Apps

• When requested, work with the Team Lead and/or Manager, Customer Support to:

• Adjust processes that require modification

• Document process changes for future reference and review

• Recommend improvements to workflow to gain efficiencies

• Make recommendations to improve response time and customer experience

• Shifts will rotate and will include weekends and evenings. Shifts will vary based on requirements and streaming schedules

KNOWLEDGE, SKILLS AND ABILITIES:

• Previous Customer Service experience.

• Advanced problem-solving skills.

• Excellent communication and interpersonal skills.

• Experience in playing ice hockey or being familiar with the sport.

• Strong technical knowledge.

• Proficiency in verbal and written English language is essential.

• Advanced computer skills.

• Able to excel in a fast pace work environment.

• Ability to work days, evenings and weekends.

• Bonus points for Word Press and Salesforce experience

OUR COMMITMENT TO DIVERSITY:

FloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans.

We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.

OUR BENEFITS:

• Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program

• Free Employee Assistance Program

• RRSP, with company matching 3%

• 15 Vacation days to begin

• 5 Person Paid Emergency Days, 5 Personal Unpaid Emergency days

• 1 Birthday Paid day off

• FloFun social group creating a full calendar of team building and social events for all staff

• Stocked snack bar, fridge, and catered lunches weekly

• All-hands events hosted annually in beautiful Austin, Texas

• Annual equity awards for all top performers

• Company donation to youth teams and leagues that our employees coach

Job Description

BILLING & CUSTOMER SUPPORT SPECIALIST NEEDED

We are currently searching for an individual to join our team in Billing & Client support capacity. The candidate must be a self motivated, well organized person that is looking for a full time hourly position with possible advancement. A background in customer service, and/or administrative work would be an asset. Will work alone in our Innes / Tenth Line office majority of the time at beginning and will be there to make outbound calls and direct traffic to our other locations.

MUST BE FLUENT IN ENGLISH AND FRENCH! Contract is for on a 90 Day Trial Basis with Renewal option based on Development

DUTIES AND RESPONSIBILITIES INCLUDE:

- Daily Outbound Billing Calls to Existing Clients who have past due payments

- Act as Liason between our Head Office Billing department and our clients to work through solutions for billing issues

- Routine Client Support Calls to assist in other (Non-Billing) Client Service transactions

- Assist Team in Answering Incoming Phone Traffic and Re-Routing Calls

- MUST BE ORGANIZED & COMFORTABLE ON PHONE

- Must be able to work alone with little supervsion (Lot's of Support though)

- Assist Team where Needed with Other Support & Administrative Duties

40 HOURS PER WEEK - MONDAY THROUGH FRIDAY 9:00 - 5:00 $18.00 HOURLY

ROOM FOR ADVANCEMENT TO FULL TIME SALARIED TEAM MEMBER ONCE LICENSED

LOCATED IN ORLEANS (INNES & TENTH LINE)

KEVIN J CARRUTHERS DESJARDINS INSURANCE AGENCIES

IF THIS POSITION IS OF INTEREST TO YOU - PLEASE FORWARD YOUR RESUME BY EMAIL AND YOU WILL BE CONTACTED FOR AN INTERVIEW TIME,

Job Description

What You’ll Do – The Role (Responsibilities)

• Ensure all customer interactions (both internally and externally) are performed to the expectations of excellent customer service, including facilitating our commitment to be on time, conveying what to expect, ensuring the technician arrives prepared, and developing a strong relationship and understanding of the various sites and site personnel.
• Maintain open communication with Service Managers to maximize awareness of field operations and requirements.
• Confirm availability and staging of all required parts and/or equipment for the technician at the most efficient pickup point including off-site storage units.
• Facilitate payment means, pre-approvals, purchase orders, and initiate opening of new accounts.
• Emergency dispatching - ensure the 20-minute rule is followed and that urgency, creditworthiness and the appropriate technician are considered prior to response. Ensure proper and timely communication with the customer so they may clearly understand when to expect our TPL technician on site.
• Scheduling contracted maintenance work (PM, PMO, Monthly, Weekly, LBT) – ensure each technician is properly distributed the work for each assigned account and that it is completed within the assigned month as efficiently as possible.
• Invoicing - ensure work orders are opened and closed on a timely basis to properly support technicians in the field and increase productivity. Verify the accuracy of all work orders prior to invoicing i.e. technician hours, labour rates, and parts used must be accounted for and billed correctly prior submitting the invoice. All completed work orders must be invoiced within 72hours of the work performed.
• Monitor multiple National Smart Lists to determine available calls that can be invoiced.
• Create Customer invoices for contractual Field Service work performed. Ensure accuracy in amounts compared to contracts.
• Process invoices and forward them to our customers by mail or email, adjusting invoices as needed with the required credits.
• Monitor return invoice inbox for customer correspondence and rejected invoices.
• Follow up with the branches, technicians for completion of documentation.
• Verify that all supporting documentation is attached to each invoice.
• Ensure metrics set in place with monthly goals are achieved.
• Attend quarterly meetings and be ready to share ideas revolving around invoicing.
• Coordinating warranty work– ensure work-orders are opened and coded as warranty when applicable and the status of the call is communicated to the Warranty Coordinator. Ensure technicians are aware of the time allowed to complete the warranty repair and that necessary approval is received from the manufacturer prior to completing the work.
• Scheduling Quoted Repairs - Ensure that all recommended repairs are quoted by the Service Sales team prior to proceeding with any additional work. All approved major and minor repairs shall then be scheduled and executed in a timely manner, after verifying that any parts required to complete the repair are in stock and allocated to the job.
• Verifying technician timecards – submit technician timecards to the CSM daily by 10am. Prior to submission, verify that time sheet numbers align with invoicing. Notify the CSM of any discrepancies.
• Efficient scheduling - Dispatch technicians within their territories, minimizing windshield time and maximizing productivity and by way of efficient scheduling. Ensure that each technician is qualified to perform the work at a given site and clearly communicate the requirements of the job, including the site contact, to the technician.
• Communication - Proactively advise customers of after-hours rates and alternatives prior to dispatching when overtime charges may apply. Work with the contracts department to establish policies, practices, and systems to improve the invoicing function and process. Interact with other department personnel to ensure accurate accounting on all invoices.
• Documentation - as work orders are completed, ensure that any noteworthy information relayed by the technician e.g. parts required, cable lengths, number of techs required for execution, or any other special requirements are documented accurately for future reference. Ensure all related company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
• Other tasks and responsibilities as may be required from time to time consistent with the growth and development of Total Power and the position of CSS.

What You Need (Requirement)

• Minimum 2 years’ dispatching experience in a similar industry.
• Demonstrated ability to troubleshoot basic questions of a technical nature.
• Excellent working knowledge of Microsoft Office, and strong computer skills / aptitude.
• Time management, accountability, and dependability.
• Excellent communication; verbal and written.
• Excellent problem solving, negotiation, and decision-making skills.
• Excellent organizational skills with strong multi-tasking capabilities.

Job Description

Salary:

LBMX is growing again . . .

We are seeking a Customer Support Analyst.

LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. As we continue our growth trajectory, we are seeking talented, compassionate, and driven individuals to join our team as a Support Analyst in our Customer Experience Department.

We have done well, and we have an even more exciting future. That means we want our newest employees to be a great fit with who we are and where we want to go. We want to offer careers to good people, who strive for a work-life balance, care about doing a good job, and enjoy being part of a team where you and your hard work are valued. Come and help us make LBMX a better company and an even better place to work!

Position Description:

We are looking for a Customer Support Analyst to assist clients with technical support questions and issues via email, phone, and/or video call. You will also be responsible for maintaining both new and existing customer setups, investigating technical issues, providing guidance to customers, and consulting with internal teams to ensure timely resolution.

The successful candidate must possess superior verbal and written communication skills and be committed to delivering an exceptional customer experience. They should also have strong interpersonal and organizational skills and be comfortable contributing as an effective member of a productive team. A high level of computer competency is required, though no prior experience in computer programming is necessary.

This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.

Positions Available: 2

Responsibilities:

• Triage support issues and determining priorities as per LBMX support guidelines.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing the root cause and communicating with the appropriate party.
• Serve as the primary contact for internal and external customers, providing regular updates and follow-up on support tickets as required.
• Investigate and resolve customer technical issues, escalating as needed while maintaining ownership until resolution.
• Demonstrate commitment and professionalism in delivering excellent customer service.
  
• Act as a primary advocate for customers within internal meetings and discussions.
• Collaborate with the Development team to provide customer feedback that supports continuous product improvement.
• Develop internal and external support documentation.
• Other duties as assigned.

Skill Requirements:

• Ability to review and comprehend technical business requirements documentation.
• Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.
• Strong attention to detail. Effective problem-solving and problem-prevention skills.
• Strong verbal skills and ability to develop rapport with people over the phone.
• Enthusiastically work closely with others in a positive team environment.
• Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
• Ability to clearly document new processes and procedures.
• Willingness to eagerly take on new tasks as required.
• Proven ability to self-manage and function effectively in a professional environment.
• Must be fluent in English (reading and writing). Being fluent in French is an asset.

Nice to Have:

• Understanding of data files in various forms (i.e., CSV, Excel, XML, etc.) and their accompanying file layouts.
• Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.).
• Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.).
• College diploma or university degree in Accounting, Business Management, Supply Chain Management, or Computer Science/Programming.
  
• Knowledge of using JIRA, Salesforce, and Zendesk.

The Perks of Working with us!

• Competitive salary and benefits, including a health spending account and employee assistance program
• 3 weeks vacation to start with additional paid LBMX holidays throughout the year
• Company matched GRSP contributions
• Education subsidies for job-related courses
• Maternity/Parental and Compassionate Care Leave Top Up Program
• Flexible Summer Hours
• $500 Staples Allowance for new hires
• Named one of Canadas Top 100 Small & Medium Employers (2022, 2023 and 2024)
• Named one of Londons Best Places to Work (2022)
• Winner of Canada's Top 100 Employer (2025)
  

LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. LBMX is also committed to providing accommodations throughout the interview and employment process. If you require any accommodations, please let us know and we will work with you to meet your needs.

Job Description

Salary: $50,000-$60,000

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally. Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.

Visit Schema App at onLinkedIn.

We are looking for a Customer Support Associate to join our team. Schema App's solution is a combination of our scalable technology platform and High Touch Support. The Customer Support Associate will be responsible for supporting our Customer Success Managers by taking on the daily tasks of maintenance and monitoring, authoring and customer action items.

Purpose of the Role

Delight our customers by executing timely and accurate support, with a focus on queue management, customer monitoring, documentation and action items, and template management to deliver an exceptional service experience.

Role Accountabilities

• Customer Maintenance and Deployment Monitoring:Own the process to monitor, execute, analyze and report on Maintenance and Monitoring in a timely and accurate manner at the cadence outlined in the customer contracts.

• Support Ticket Queue:Manage and resolve support tickets in the queue and loop in relevant departments to ensure accurate and timely resolution.

• Customer Support:Partner with Customer Success Managers (CSMs) for Business Review Prep, Customer action items (examples are rich result opportunities, specific reporting, market news consolidation, etc), and note taking and documentation. Partner with CSMs for expansion paperwork drafting, follow-ups and resolution.

• Product Feedback:Identifying and providing feedback, or ask the questions to product to figure out how things are working, document it clearly, or make the product better. Open Githubs and document problems and opportunities within the tools.

• Authoring and Template Management:Partner with CSMs for authoring schema markup in Highlighter. Including authoring, documentation, QA and yearly template maintenance.
• Scoping and Integration Testing:Collaborate with the Implementation Manager to develop and deliver comprehensive customer scope documentation in support of Sales and Customer Success Managers. Assist in conducting, validating, and documenting integration testing to ensure technical readiness for prospective customers.

Key Competencies

• Lifelong Learner:Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight.

• Project Management:Strength in working collaboratively with internal stakeholders to identify, create, and manage project plans for the contract while demonstrating fierce prioritization and ensure deliverables are provided on timelines agreed to.

• Organization and Time Management:Ability to prioritize tasks and manage tasks for multiple customer accounts. Capability to meet deadlines and maintain accurate records. Ability to manage support ticket queues efficiently.

• Communication Skills:Excellent written and verbal communication skills for internal and customer interactions and documentation. Capability to effectively manage expectations and resolve issues. Strong note taking and documentation abilities.

• Analytical Skills:Ability to interpret data and identify trends related to customer and industry trends. Capability to analyze customer needs and provide relevant solutions. Ability to QA documents and templates.

• Technical Proficiency:Ability to learn Schema Markup and how to monitor and analyze deployment and maintenance data. Proficiency in using CRM and support ticketing systems. Capability to understand and explain technical concepts to internal and external stakeholders.
  

Metrics

• Support Ticket First Response SLA
• Support Ticket Resolution SLA
• On time Maintenance and Monitoring Report Delivery
• Business Review Customer Satisfaction Score

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and dont give up.
  
• One Team: We are collaborative; we win and learn together.
• We are Humble:We know what we are good at as people and as a company. We share what we know, admit what we dont, and seek clarity through curious questions.
  
  

Life @ Schema App

• Culture focused on your growth: Weekly 1:1, Career Development Goals
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• Flex days to re-energize on top of vacation days and take your birthday off!
• You choose where you work - home or headquarters in Guelph. Sales team does come in 1-2 times per week.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse smart team! The more inclusive we are, the better our work will be.
  

Schema Apps purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.