IT User Support Senior

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

69,200 - 84,600

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

7.5%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Responsible for providing complex technical support to users via phone, chat, and email, for a range of hardware and software related systems. Assists Level II agents with problem solving and acts as an escalation point for Level II and Level I Agents. Responds to and diagnoses issues through user discussions and Level II escalations, which includes troubleshooting procedures, problem and incident resolution. Efficiently and quickly resolves user issues, queries or complaints. 

What you'll do here: 

• Act as a first responder – by phone or electronically – with brokers about all problems and questions related to the computer systems that we host.

• Track tickets in the call centre management tool with the different support teams and external vendors.

• Administer support or escalation to other departments or vendors.

• Acts as a subject matter expert to junior agents for ticket processing and internal procedures.

• Creates and updates references and procedures documentation, in collaboration with various support departments, to improve the efficiency of actions and transfer knowledge.

• Review upcoming Standard Operating Procedures/Product Manuals to ensure comprehension, that proper processes were followed, and to disseminate information throughout the team in a clear and efficient manner.

• Leads weekly team discussions and provide meeting minutes to properly document topics.

What you bring to the table: 

• Customer/People Focused

• Diploma of collegial studies (DCS) or ACS in computer science

• 5-8 years of experience working in an IT call centre

• Must be fluent in English, both orally and in writing (French an Asset)

• Excellent customer service and communication skills with an ability to adapt your style to different situations or contexts.

• Excellent diagnostic and resolution skills allowing you to effectively identify defects and apply appropriate solutions

• Sense of urgency and resourcefulness

• Ability to efficiently compile and analyze data to make sound recommendations

• Customer oriented and has experience working with customers, preferably in a technical support position

• Strong conflict resolution skills, capable of managing and resolving customer and departmental disputes efficiently and professionally

• Able to maintain a positive and collaborative team environment

• Ability to work independently and with minimal supervision

• Knowledge of Office365 (an asset)

• Basic ITIL training (an asset)

• No Canadian work experience required however must be eligible to work in Canada 

#LI-Hybrid 

Ce poste jouera un rôle essentiel au sein de notre équipe. | This position will fill an essential role in our team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.