Overview
Help Desk Analyst [Hybrid, or Remote] Jobs in Markham at ScalePad
We’re Hiring!
We’re looking for brilliant thinkers to join our #Rocketeers. If you’ve ever wondered what it’s like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.
What is ScalePad?
ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.
Our success is no accident: ScalePad provides MSPs of every size with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSP’s operations, analyze and uncover new opportunities, and expand value to clients, ScalePad is equipping the MSP adventure.
ScalePad has received awards such as MSP Today’s Product of the Year, G2’s 2024 Fastest Growing Product, and 2024 Best IT Management Product. In 2023, it was named a Best Workplace in Canada by Great Place to Work™. ScalePad is a privately held company serving over 12,000 MSPs across the globe.
You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.
Your mission should you choose to accept it.
Join our dynamic team as a Help Desk Services Specialist, where you’ll play a pivotal role in ensuring our clients receive exceptional support across our core services: Warranty Services, Workstation Assurance, and IT Asset Disposal. You’ll work in a fast-paced environment, collaborating closely with our dedicated team and third-party partners to deliver outstanding service.
Responsibilities.
Provide exceptional Tier I technical support across our core services, addressing client inquiries via phone, email, live chat, and other channels.
Monitor, triage, and escalate incidents and requests, ensuring timely and effective resolution.
Collaborate with third-party vendors and internal teams to coordinate service delivery, including warranty coverage, workstation replacements, and IT asset disposal.
Apply best-practice troubleshooting techniques to identify and resolve technical issues, ensuring client satisfaction.
Accurately document incidents, actions taken, and follow-ups in our ticketing system.
Keep clients informed of progress and status updates throughout the resolution process.
Assist with new projects as assigned, contributing your expertise and creativity to drive success.
Contribute to the enhancement of Support Center metrics, KPIs, and internal documentation.
Qualifications.
Minimum of 1 year in a customer service role, with a focus on IT support preferred.
Strong understanding of IT concepts, with the ability to explain complex topics clearly and concisely.
Exceptional verbal and written communication skills in English, with the ability to empathize and connect with customers.
Analytical mindset with a passion for solving open-ended problems.
Ability to quickly learn and adapt to new technical products and environments.
Proven ability to multitask, manage time effectively, and work efficiently in time-critical situations.
Meticulous attention to detail, ensuring accuracy in all tasks and documentation.
Collaborative spirit with a positive attitude, intellectual curiosity, and a desire to continuously learn and grow.
Perks, Perks, Perks.
Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
Training and professional development budget provided to help advance your career and skills (available every year to every employee)
World-class offices and facilities in downtown Vancouver, Toronto and Montreal, for locals seeking a hybrid experience
Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
A top of the line benefits package
Monthly stipend to assist with creating the best hybrid work experience.
Unlimited flex-time policy
Employee Stock Options
RRSP matching
Work-life balance.
We love our #Rocketeers! We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Our teams work on a hybrid model. This may mean working in one of our hub offices a few set days a week with your team or working remotely, whichever is deemed most beneficial for the success of the employee and specified role. Our goal is to provide the best work-life balance, whether that is in the office or at home.
Even while working remotely our teams are dedicated to staying connected throughout the day, so there is never a dull moment and you still feel part of the community, no matter where you are working from.
Dream jobs don’t knock on your door every day.
ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You’ll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.
We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.
At ScalePad, we believe in the power of Diversity, Equity, Inclusion, and Belonging (DEIB) to drive innovation, collaboration, and success. We are committed to fostering a workplace where every individual’s unique experiences and perspectives are valued, and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture, guiding our actions and decisions as we build a stronger and more inclusive future together.
Join us and be part of a team that celebrates differences, embraces fairness, and ensures that everyone has an equal opportunity to contribute and grow. Together, we’re creating an environment where diverse voices are not only heard but also amplified, where everyone feels valued, and where we can all achieve our full potential.
Please no recruiters or phone calls.
Title: Help Desk Analyst [Hybrid, or Remote]
Company: ScalePad
Location: Markham
