AS400 - Helpdesk Support Agent Full-time Job

We have an opening for a Syntax/AS400 Software Support Agent , providing support to our internal customers and website support for our external customers.

 

This is a junior to mid-level position, but you will need to be able to work in a fast-paced environment and be a quick learner so you can work independently in a short period of time. Extensive in-house training is provided and retention of information will be critical to your success.

 

What are the benefits for you?

• Regular business hours Monday through Friday (hybrid or remote)
• Full benefits with fully Company paid premiums for the basic kit from the first day of employment
• Professional development and training opportunities
• Life, Disability and Wellness Insurance Program
• Retirement savings programs, including an RRSP and a defined contribution pension plan, with an employer contribution of up to 5.25%
• Paid vacation and sick leave, and a day off on your birthday!
• Bonus programs that include annual performance bonuses and a profit sharing plan
• Employee discounts on top brands of plumbing and HVAC/R products
• Tuition reimbursement for employees
• Employee Referral Program
• Reimbursement of safety shoes

 

What you will do:

• Provide software support to our internal customers and web support to our external customers.
• Respond to incoming requests via phone, email, self-service and chat and then log them into two separate ticketing systems (ServiceNow and SalesForce).
• Identify, investigate and troubleshoot software issues to achieve rapid resolution.
• Create/maintain system user codes and authorities for security.
• Identify urgent issues and resolve or escalate to Level 2
• Run reports, download to Excel and format for clients.

 

What you will bring:

• Minimum 12 months experience in a call center or help desk, or a combination of experience and training
• Experience using a ticketing system for logging/researching/resolving issues/requests
• Basic computer skills and keyboard skills of at least 45 words per minute
• Proficiency in Microsoft programs; Outlook, Excel and Word
• Excellent written and verbal communication skills in English, bilingual in French would be an asset
• Work in a fast-paced environment and utilize time during slower periods
• Highly motivated to provide excellent customer service with a positive attitude
• Excellent time management and organizational skills
• Work with minimal supervision after extensive internal training.
• Take responsibility for owning problem solving
• Preserve information by documenting your own knowledge base to refer to when solving problems
• Must be reliable, punctual and flexible
• May be required to work flexible hours and provide on-call (rotating) support after normal business hours
• Knowledge of Syntax and/or Oracle operating systems an asset.

 

The normal hours of service are Monday through Friday from 6:30am to 6:30pm (Eastern Time) spread over different shifts. The position will be for a specific shift with occasional requirements to work other shifts (substitution or vacation periods), as well as 2-3 Saturdays per year (inventory periods or other special projects).

 

Each submitted resume is individually reviewed by our team and kept for 24 months in case a great new opportunity that matches your skills and abilities arises.

 

Please note that this position requires the result of a satisfactory criminal record check. A criminal record under the Criminal Code and/or another federal criminal record does not automatically mean that you will not be eligible for the position.

Wolseley Canada is part of Ferguson plc, a leading value-added distributor in North America providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. Ferguson is headquartered in the U.K., with its operations and associates solely focused on North America and managed from Newport News, Virginia. With approximately 36,000 associates across 1,700 locations in North America, Ferguson exists to make our customers' complex projects simple, successful and sustainable.
In Canada we are the countrys largest national trade distributor of plumbing, hydronic, HVAC/R and PVF products and solutions. Our national network of over 220 branches coast-to-coast supports over 2,500 employees, including our national team of sales and service specialists and our corporate head office located in Burlington, ON.