Groupe Dynamite Inc. Service Desk Representative

Overview

Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.

Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.

Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.

Job Summary:

Reporting to the Manager, Service Desk, the Service Desk Representative will be responsible for supporting stores with Level 1 IT-related problems as well as triaging non-IT issues to the appropriate department.

Main Responsibilities:

• Serve as the first point of contact for our stores seeking assistance raised by phone, email, and/or through a ticket;
• Triage specific concerns related to other teams/departments;
• Troubleshoot software, hardware, and basic network issues over the phone;
• Set up and configure replacement hardware for stores;
• Follow-up and update end users/stores on the status of tickets and/or their resolution;
• Document the incidents, problems, comments, and troubleshooting steps taken in a ticketing management system;
• Schedule service technicians for any on-site technical support/repairs needed;
• Direct unresolved issues to the next level of support (IT Operations/Technical Support team).

Qualifications:

• 2+ years of experience as a Customer Service or Help Desk Agent;
• Bilingualism (French and English) is required for daily communication with suppliers, employees, and stakeholders, both within and outside of Quebec;
• Proven abilities in PC configuration;
• Knowledge of Windows 10 and Google-related applications (Gmail, Docs, Drive, etc.);
• Knowledge of Apple-related hardware;
• General PC troubleshooting and repair knowledge;
• Proven communication and customer service skills;
• Ability to work in a fast-paced environment and adapt to change;
• Experience in retail is considered an asset;
• Must be available to work flexible shifts (including weekends or nights) and on call on rotation.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

GDI has been repeatedly voted one of Montréal's Top Employers and one of Canada's Top Employers for Young People.

Our promise...
No day will be like the last-we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.

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