Customer Solutions Analyst Co-op Student

at  Clark Builders

At Clark Builders, we build Exceptional Experiences! Our remarkable team, made up of individuals with unique talents and perspectives, work together each and every day to deliver exceptional, successful projects and experiences for our clients across Western and Northern Canada through innovation and inspiration.
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Clark Builders is hiring a Customer Solutions Analyst Co-op Student to join our team in Edmonton. This role will be responsible for the timely troubleshooting of customer technology issues for first call resolution or triage to the appropriate teams for resolution. The position requires technical troubleshooting abilities and excellent customer service skills. This will be a 4 or 8-month work term starting January 2025.
Reporting to: Lead, Customer Solutions

Duties & Responsibilities:

• Respond to and troubleshoot service requests at first contact, when possible, via multiple platforms including phone, e-mail, chat, in person, job sites, etc. and follow up as required
• Accurately record and document all details of the issue or service requests, including categorization and priority into the service desk tool
• Adhere to policies and processes to ensure consistent quality of service
• Provide remote access support to various Clark Builders’ offices and job sites
• Execute IMACD (Installation, Moves, Additions, Changes and Deletions) requests as assigned, such as office moves, new hardware setup, assigning permissions etc.
• Provide support and guidance for all internally supported devices, applications, and systems
• Escalate concerns to the appropriate subject-matter experts and follow up on incidents when required
• Leverage internal and external resources such as knowledge base, manuals, support sites, and 3rd party support contracts to assist with resolving issues
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Collaborate with the IS team to develop, define and deliver related end-user training
• Build relationships with the support technicians and subject-matter experts to ensure that IS-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure they receive high-quality, timely service and support from the entire IT/IS team

Skills & Knowledge:

• Exceptional customer service skills
• Effective troubleshooting and problem-solving skills
• Ability to learn new technology and applications
• Effective communication skills, both written and verbal
• Mature and self-motivated professional able to work independently in a fast-paced and constantly changing environment
• Effective organization skills and time management
• Ability to work well in a diverse and focused team atmosphere
• Proactively stays up to date with current technologies
• Ability to effectively work in a fast-paced and high-pressure environment
• Knowledge of the following systems (preferred):
• Microsoft SharePoint
• Citrix XenApp and/or XenDesktop
• iPhone/iPad/MDM
• Windows and Apple based operating systems
• Microsoft Office/Office 365 Productivity suites
• VMware – Virtualization
• Cisco Meraki End Point Management
• Axios Assyst Ticketing system (or other)
• PC, laptop, printer and other hardware break-fix

Qualifications:

• Currently enrolled in a post-secondary institution, in either Computer Science or another technology-related program
• Experience in a technical customer service role considered an asset, however training will be provided
• Software and hardware certifications an asset

Apply now for your exceptional career opportunity!
All qualified applicants will be considered for employment without discrimination on the basis of race, colour, age, religion, sexual orientation, gender identity, disability, national or ethnic origin or any other factors prohibited by law.
The Clark Builders Group of Companies (CBGOC) is aware of individuals claiming to represent Clark Builders to international job seekers. We have documented false offers of employment and fraudulent interview requests that have been made without the knowledge or approval of the CBGOC. These activities constitute recruitment fraud and the intent is to extract money from applicants in return for the fraudulent interview, employment offer or work visa.
For clarification, the CBGOC never contacts job seekers with unsolicited offers. We also never require payment for any reason upon acceptance of an offer of employment, nor do we request personal information from any individual prior to their acceptance of a formal offer of employment.
We strongly encourage all individuals to carefully scrutinize all recruitment communication and to not respond to unsolicited job offers. CBGOC asks that individuals report any suspicious or fraudulent activity to the proper authorities

• Respond to and troubleshoot service requests at first contact, when possible, via multiple platforms including phone, e-mail, chat, in person, job sites, etc. and follow up as required
• Accurately record and document all details of the issue or service requests, including categorization and priority into the service desk tool
• Adhere to policies and processes to ensure consistent quality of service
• Provide remote access support to various Clark Builders’ offices and job sites
• Execute IMACD (Installation, Moves, Additions, Changes and Deletions) requests as assigned, such as office moves, new hardware setup, assigning permissions etc.
• Provide support and guidance for all internally supported devices, applications, and systems
• Escalate concerns to the appropriate subject-matter experts and follow up on incidents when required
• Leverage internal and external resources such as knowledge base, manuals, support sites, and 3rd party support contracts to assist with resolving issues
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Collaborate with the IS team to develop, define and deliver related end-user training
• Build relationships with the support technicians and subject-matter experts to ensure that IS-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure they receive high-quality, timely service and support from the entire IT/IS tea