About the Company
Northwestel is the leading telecommunications provider in Canada’s North. We connect communities, businesses, and homes across a vast and diverse region, from the Yukon to the Arctic. Dedicated to innovation and customer service, we are committed to building a digital future for the North. Join our team and be part of an organization that makes a real difference in people’s lives.
Job Description
Are you looking to kickstart your career in IT with a dynamic, supportive team? Northwestel is seeking an Online Helpdesk Ticket Router to join our remote support operations. This is an entry-level position perfect for individuals with no prior experience in IT, but a strong desire to learn and contribute. You will be the crucial first point of contact, ensuring customer issues are directed to the right experts swiftly and efficiently. We provide comprehensive training to help you succeed in this vital role, enabling you to become a key player in our customer support ecosystem.
Key Responsibilities
- Monitor incoming helpdesk ticket queues in real-time.
- Perform initial triage of support requests, categorizing issues based on predefined criteria.
- Gather essential information from ticket descriptions and users to aid in proper routing.
- Accurately assign tickets to the appropriate IT support teams, specialists, or departments.
- Communicate effectively with users regarding ticket status updates and next steps.
- Ensure timely and efficient flow of tickets to maintain service level agreements.
- Identify and escalate high-priority or critical issues to management immediately.
- Maintain up-to-date knowledge of internal routing procedures and team responsibilities.
- Contribute to documentation of common issues and routing pathways to improve efficiency.
Required Skills
- Excellent communication skills, both written and verbal.
- Strong organizational abilities and attention to detail.
- Basic computer literacy and comfort with navigating software applications.
- A proactive and positive attitude with a strong willingness to learn.
- Ability to work independently and manage time effectively in a remote environment.
- Problem-solving aptitude and the ability to think critically under pressure.
Preferred Qualifications
- Familiarity with common operating systems (Windows, macOS).
- Experience in a customer service-oriented role (any industry).
- Basic understanding of IT concepts (e.g., networks, software, hardware) is a plus, but not required.
- Ability to speak French or an Indigenous language spoken in the North.
Perks & Benefits
- Competitive entry-level salary.
- Comprehensive health and dental benefits.
- Opportunities for career growth and professional development.
- Full training provided, no prior IT experience necessary.
- 100% remote work model, offering flexibility and work-life balance.
- Paid time off and holidays.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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