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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-level technical support, with a strong focus on customer satisfaction and efficient issue resolution. Proficient in troubleshooting Windows Operating Systems, Google Workspace, and Microsoft applications while effectively managing multiple incidents in a ticket-based environment.
Highest-signal resume keywords
Technical Support ExperienceWindows Operating Systems ProficiencyServiceNow Ticket ManagementFluency in FrenchStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingWindows Operating SystemsGoogle WorkspaceMicrosoft Office SuiteTCP/IPLAN/WANActive DirectoryServiceNowHardware TroubleshootingNetwork Configuration
Soft Skills
Effective Relationship ManagementProfessional Telephone EtiquetteOrganizational SkillsProblem-Solving InitiativeAbility to Work Under Pressure
Tools & Technologies
ServiceNowWindows RegistryControl PanelNetwork PrintersA/V Systems
Certifications & Qualifications
Technical Certification2-Year Degree in Computer Science
Industry Keywords
Customer SupportTicket-Based EnvironmentProcess ImprovementCustomer SatisfactionSelf-Service Capabilities
Tech Stack
Tools & technologiesAndroidiOSServiceNowTCP/IP
About the role
Key responsibilities & impact- Provide first-level support for technical issues via email and phone, focusing on achieving 85% first contact resolution
- Respond accurately and efficiently to customer incidents and service requests
- Differentiate between application, hardware, and network issues to direct cases appropriately
- Follow OPENLANE’s escalation procedures and ensure timely follow-up on open incidents until resolution
- Achieve a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery
- Document all support activities clearly and consistently within the ServiceNow ticketing system
- Troubleshoot issues involving Windows Operating Systems, Google Workspace, and Microsoft applications
- Identify opportunities to automate or simplify recurring issues, enhancing customer self-service capabilities
- Share ideas for process improvement and collaborate with the team to implement long-term solutions
- Demonstrate professionalism, patience, and effective relationship management in all interactions
- Work scheduled shifts between 7:00 AM and 8:00 PM, Monday–Friday, and overtime as needed
- Collaborate with other analysts, technical specialists, and escalation teams while reporting to the Service Desk Manager
Requirements
What you’ll need- Minimum of 1 year of experience providing customer or technical support (preferably in a ticket-based environment)
- Working knowledge of Windows Operating Systems, Google Workspace, and Microsoft Office Suite
- Ability to differentiate application, hardware, and network issues for efficient troubleshooting
- Familiarity with Windows Registry, ini files, and Control Panel settings
- Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems
- Experience using ServiceNow or other ticket management systems
- Strong verbal and written communication skills, including professional telephone etiquette
- Excellent organizational and documentation skills
- Ability to work effectively under pressure and manage multiple issues simultaneously
- Strong initiative and ability to proactively identify and resolve problems
- Ability to work required support hours with flexibility for overtime
- Mac, Apple IOS, and Android proficiency
- Fluency in French (spoken and written) to support customers in Canada
- Working toward a technical certification or a 2-year degree in Computer Science, Information Systems, or related field
- Experience with hardware troubleshooting and repair
- Knowledge of wireless technology and network configuration
Benefits
Comp & perks- Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement