Helpdesk Support Analyst- 12 Month Contract

Compugen Inc; Surrey; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Remote work/hybrid options

Professional development

Work-life balance

Job summary

Compugen Inc. in Surrey, BC, is seeking a professional to join our Technical Support team. You will provide helpdesk support to end users by phone, email, and web, and resolve Level 1 hardware and software issues across multiple devices.

Ideal candidates have 1 year in tech support, experience with online ticketing, and outstanding customer service and communication skills. We offer remote/hybrid options, professional development, and a collaborative, inclusive culture.

Qualifications

• 1 year of experience in a technical support role within a call-centre environment.
• Experience using an online ticketing system.
• Exceptional customer service and communication skills.
• Post-secondary education in technology preferred.
• A+ certification is an asset.

Responsibilities

• Provide helpdesk support to end users by phone, email, and web support.
• Identify and resolve Level 1 hardware and software issues.
• Assist customers with clear communication and step-by-step solutions.
• Escalate questions to supervisor when required.
• Collect, organize and maintain a log of problems and solutions for Service Desk use.
• Develop or participate in knowledge base articles for Service Desk use.

Skills

Technical support

Ticketing system

Customer service

Tech education

A+ certification

Education

Post-secondary education in technology

Job description

| | | | | --- | | **About Compugen** Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled. Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen! **Our Culture** We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours. If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us. **Key Responsibilities:** * Provide helpdesk support services to end users, including device and software application troubleshooting over the phone, through email and web support. * Identify and resolve Level 1 technical issues with hardware and installed applications on various devices. * Assist customers with clear communication and step-by-step solutions. * Escalate concerns/questions to supervisor as required. * Collect, organize and maintain a problems and solution log for use by other Technical Support Representatives. * Develop, implement, and/or participate in the preparation of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements. * Be available to work rotating schedules which include evenings (up to 8pm), weekends and holidays. **Skills & Qualifications:** * 1 year of experience in a technical support role within call-centre environment * Experience using an online ticketing system * Exceptional customer service and communication skills * Post-Secondary education within technology is preferred * A+ certification is an asset **What Compugen Offers You:** * Exciting, fast-paced challenging work environment * A culture where authenticity and diversity are valued * Professional development * Participation in Women in Technology Network * Opportunities to give back to our local communities * Collaborative supportive team members * Remote work/hybrid work options * Work/life flexibility **Equity Statement** At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality. | |