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Help Desk Specialist - 16580

Edmonton, AB
As a part of the Emergency Response Center, you will provide support in real-time to law enforcement agencies and emergency responders across Canada with 911 emergencies and/or imminent threat to life and/or property while protecting subscriber privacy 

Your ability to remain calm under pressure and time constraints is a key success factor for this role. If you thrive in the challenges of change and unpredictability that prompt you to think outside the box, then this may be the opportunity for you.

Here’s how
• Interface directly with law enforcement agencies and emergency services to assist
them in dealing with highly critical and sensitive situations
• Work with the team to manage the queue of incoming emergency calls
• Navigate multiple tools, applications, systems and databases to retrieve pertinent
information where time is of essence
• Communicate effectively and precisely to determine ambiguous requests
• Demonstrate your strong analytical skill in evaluating a situation before responding
• Be pro-active in adhering to CRTC, PIPEDA and TELUS privacy policies


You’re the missing piece of the puzzle
• You are fluently bilingual in spoken and written English & French (must have)
• You are able and available to work on a 24/7/365 shift rotation (must have)
• You have a track record of troubleshooting, issue resolving and performing root cause
analysis
• You are recognized for your analytical and problem solving skills
• You are sought out for your sound judgement and decision-making
• You are able to work through stressful situations with high impacts
• You are respected for your ability to interface with and influence various levels of
authority
• You have a University Degree or College Diploma  

Must to skills:
1. Bilingual in spoken and written English & French (must have)
2. Available to work on a 24/7/365 shift rotation (must have)
3. Ability to learn new applications easily
4. Experience with troubleshooting, issue resolving and performing root cause analysis, with strong analytical and problem solving skills
5. Have the ability to interface with and influence various levels of authority
6. University Degree or College Diploma ¬(preferred)


Nice to have skills:
1. Working knowledge of Google Suite as well as MS Windows & Office suite: Word, Excel, Power Point, Outlook.
2. Experience in technical support
3. Ability to handle high volume of calls

 
 

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