Help Desk Administrator

We're looking for a Help Desk Administrator who is smart, tenacious, and gets things done to add to our ever growing Software Services team. If you’re the kind of person who takes initiative, works hard and enjoys a relaxed corporate culture then Pandell is just the place for you.

PDF Version Why Work at Pandell?
  • Winner of Alberta's Best Workplaces 2013 (Benefits, Perks & Incentives)
  • Employee performance bonus plan
  • Free food (Fully stocked kitchen)
  • Flexible hours
  • 100% Reimbursement on all health benefits
  • Free gym membership
  • Rebates for personal fitness and electronics purchases
  • And much more - Check out our Life at Pandell video!
Responsibilities:
Following corporate standards and using various software tools provided you will:
  • Be a central point of contact for all customer support related activity within Pandell
  • Manage all incoming inquiries and requests to the Pandell Help Desk (phone, email)
  • Verify and/or create customer contact information in the Pandell Customer Portal
  • Create support Incidents, fully documenting each customer support issue to prescribed standards
  • Resolve low-level issues (where possible) using Incident history or other information sources
  • Direct customers to an appropriate Product Support Specialist for primary or 2nd level support
  • Continually review and monitor open Incidents, following up as necessary to ensure satisfactory resolutions are provided to customers in line with prescribed standards
  • Monitor, track and report on overall customer support performance according to target metrics
Requirements:
  • Proven experience in customer service or a call center environment
  • Familiarity with the Oil & Gas industry and terminology
  • Mature external and internal communication skills, both verbal and written
  • Highly organized with a demonstrated ability to multi-task in an evolving team environment
  • Computer literacy (i.e. web, MS Office, in house business systems)
  • Strong interpersonal skills including conflict resolution and negotiation skills

Interested in this Career?

Send your resume to careers@pandell.com