Overview
Customer Support Agent (9 month contract) Jobs in Toronto at TVO Ontario Educational Comms. Authority
Position Title: Customer Support Agent (9 Month Contract)
Division: Finance & Corporate Services
Salary Range: $48,791.35 – $52,747.91
Reports To: Manager, Client Services and Facilities
Location: Toronto, Yonge & Eglinton (Hybrid Work)
TVO Media Education Group (TVO.me) is a social impact organization at the intersection of digital learning, journalism, and immersive storytelling. As creators of award-winning content, we are on a journey to build a more informed, knowledgeable, and educated Ontario. We are unapologetic about our purpose — everything we do is about inspiring learning that changes lives and enriches communities. That is our why.
A Culture of Inclusion and Belonging
At TVO we welcome the unique contributions that you can bring. We foster an environment where everyone is heard, feels valued and has an equal opportunity to reach their full potential. We are committed to learning, and we learn better together with a diverse team of employees that are respected, valued, and encouraged to bring their authentic selves to work every day. With this goal in mind, at TVO we celebrate individual differences, knowledge, self-expression, and talent. At TVO, we recognize the importance of using anti-oppression practices, both within our organization and in our content.
We encourage applications from those belonging to underrepresented groups as well as all other qualified candidates.
Who We Are
As part of an ambitious new strategic vision, TVO.me is transforming itself and the digital learning and media landscapes. We know we are a better organization when we honour our commitments, when we thrive with diverse voices, when we value bold thinking, and embrace change. We understand and celebrate that we are better together.
We are proud to be named a Greater Toronto Top Employer of 2023, recognized for our work-life balance, mental health supports, company culture and flexibility. This is a testament to the impactful work we do for Ontarians everyday. It is also a reflection of how quickly we have responded to employee feedback about how, when and where they want to work.
The Opportunity
The Customer Support Agent is responsible for timely and effective resolutions to issues ensuring customer satisfaction. The Customer Support Agent acts as the first point of contact for all internal customers. This will be accomplished by triaging issues, identifying core issues, resolving and documenting processes. This role is responsible for management of the ticketing system and oversees/fulfills duties related to Service Desk, Facilities, Health & Safety and Security.
The Customer Support Agent is the first-point of contact and receives and triages support requests from internal customers through email, voice mail, Teams, remotely or in person. Using the enterprise tools, create, execute, monitor, close incident tickets, and/or escalate as appropriate. Follow up and close tickets when resolved.
How you will make an impact
Respond to internal customer requests
Assist in offboarding of employees
Process and pay invoices
Assist in Organizational Health and Safety protocols
Complete mailing and shipping
Triage and escalate urgent and non-urgent issues to appropriate Tier 2 support for Network Services
Office Supply: Order and maintain office supplies
Meeting Room/Event Setups/re-sets: set up table, chairs, laptops, based on requirement from client
Monitor, notify and maintain up to date service of all TVO vehicles.
Connect with Building Property Manager and/or Building Security, as required.
Execute or assist in execution of roll out of any new services/requirements/procedures and/or software
Deploy desktops, laptops and mobile devices for new hires and assist with initial setup as well as configure devices when necessary
What you will bring to TVO
College Diploma – 2+ year or equivalent
3+ years related experience – customer service/help desk field
Exceptional problem solving skills
Keen sense of customer service
Troubleshooting acumen
Strong time management skills, analytical and interpersonal skills
Excellent verbal and written communication skills
Excellent planning and organizational capabilities with focus on customer service
Demonstrate TVO values of Excellence & Innovation, Ownership, Collaboration, Trust & Respect
TVO.me & YOU
We are a learning organization. It is at the core of everything we do, and each individual at TVO.me invests deeply in our own learning while elevating each other’s knowledge, whether through peer-to-peer learning, workshops or lunch and learns.
At TVO.me, we roll up our sleeves every day, adapting to change, and working cross functionally with great teams and experts in their respective fields. Collaboration is the fuel of our organization and what enables our progress.
We would be thrilled to have you join us. We’re a tight-knit community – whether you are a rookie or a seasoned veteran, you will get to meet, work with, and be supported by diverse colleagues at all levels. Maybe you’ll even get to meet Polkaroo!
Come build with us.
TVO Media Education Group is funded primarily by the Province of Ontario, and is a registered charity supported by thousands of sponsors and donors. Find and follow us on: YouTube (@TVO), Twitter (@TVO), Facebook (@TVO), and Instagram (@WeAreTVO).
We invite you to submit your application by May 7, 2024 at 5:00 p.m. Not sure you have everything we’re asking for, but know you can make a big impact? Tell us your story and we will be happy to consider you.
To learn more about us and our culture, please visit us at https://tvo.me/work-with-us/ .
Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process (e.g., including alternate formats of materials, accessible meeting rooms). If you are seeking accommodations during the application or interview process, please advise us as soon as possible so that appropriate arrangements can be made by sending your request to [email protected].
Title: Customer Support Agent (9 month contract)
Company: TVO Ontario Educational Comms. Authority
Location: Toronto
