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About the Role

The Help Desk Support Technician role is relied on to handle, triage, and resolve Associate issues with accounts, hardware, software, and more. Through combining the use of technical tools, we offer internal support via e-mail, phone, in-person, and ticket submission.

Responsibilities

• Handles e-mail/ticket support to internal Associates using ticketing system to triage, decipher and resolve various technical issues.
• Works as a team in a ticketing queue.
• Responds to Associate inquiries.
• Escalates and assigns to the proper internal departments.
• Provides detailed steps and training on how to use our equipment/software.
• Performs remote support using technical remote tools to troubleshoot and resolve issues.
• Administers technical skill to troubleshoot the issue presented.
• Provides phone support to internal Associates remotely using Phone and Ticketing system to record, identify and troubleshoot the reported issue.
• Handles inbound calls from internal Associates and onsite technicians.
• Performs outbound calls to Associates and Club locations.
• Gathers pertinent information over the phone.
• Communicates by providing suggestions and resolution steps.
• Creates documentation through our ticketing system to capture steps required to resolve issues.
• Documents common fixes into a Knowledge-Base for the team.
• Composes documentation for Associates/end users that we support.
• Provides on-site technical support.
• Hardware trouble shooting.
• Equipment set up.
• Special event technical support.
• Deskside support.
• Inventory management.

Requirements

• 1-3 years in Customer Service/Technical Support.
• Computer Hardware & Software knowledge.
• Printer troubleshooting.
• Network troubleshooting.
• Mobile Devices.

Skills

• Technical tools
• Ticketing system
• Remote connection tools
• Phone support

Location

• On-site

Work Type

• Full-time

Experience Level

• 1-3 years

Education Level

• Certifications in the technical field

Salary/Compensations

• $42,000 - $53,000

Benefits

• Ongoing training and development
• Career advancement opportunities
• Competitive Total Rewards Package
• FREE Fitness membership
• Fun and energetic atmosphere

About the Company

• GoodLife Fitness is committed to fostering an inclusive, accessible environment.
• We are dedicated to building a workforce that reflects the diversity of our customers and communities.
• Fit4Less is continuing to grow across Canada.
• GoodLife Kids Foundation enables and supports kids and youth with autism and intellectual disabilities through physical activity and fitness.
• canfitpro is the largest provider of education in the Canadian fitness industry.
• Founded in 1993, canfitpro delivers accessible, quality education, certifications, conferences, trade shows, and membership services.
• canfitpro’s over 24,000 members include some of the world’s best fitness professionals, health club operators, industry suppliers, and fitness consumers.

Equal Opportunity

• We are committed to meeting the accessibility needs of persons with disabilities in a manner that respects their dignity and that is equitable.
• If you require an accommodation for the recruitment/interview process (including alternate formats of materials, accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
• Recruitment Fraud Alert: Many companies are experiencing an increase in recruitment fraud in the form of fake job postings on social media and career sites. Protect yourself: GoodLife Fitness, Fit4Less, canfitpro, and GoodLife Kids Foundation positions are posted to jobs.goodlifefitness.com and must be applied to via the secure portal on that site; Job offers or requests for banking information or your SIN will never be sent via email, phone, or text message; Please verify that the person you are communicating with has an @goodlifefitness.com, @fit4less.ca, @canfitpro.com, or @goodlifekids.com email address.
• Recruitment Fraud Alert: Many companies are experiencing an increase in recruitment fraud in the form of fake job postings on social media and career sites. Protect yourself: GoodLife Fitness, Fit4Less, canfitpro, GoodLife Kids Foundation and REGYMEN Oxygen Yoga Fitness Studio positions are posted to jobs.goodlifefitness.com and must be applied to via the secure portal on that site; Job offers or requests for banking information or your SIN will never be sent via email, phone, or text message; Please verify that the person you are communicating with has an @goodlifefitness.com, @fit4less.ca, @canfitpro.com, @goodlifekids.com or @regymenoxygenfitness.ca email address.