05 Jan
Clark Builders
Edmonton
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.
Watch our ' video
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 May 2025.
Reporting to: Customer Solutions Lead
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!
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.