Technology Support Specialist - Canada - JA Canada

Description

Technology Support Specialist, Full-time permanent (virtual)

Hours: 12-8pm EDTAdapted working hours may be considered for qualified candidates

Do you have great organization and technology skills, a positive mindset and enjoy solving problems?

At Junior Achievement of Canada (JA Canada), we are seeking a highly motivated individual to join our non-profit education organization as a Technology Support Specialist. This role will be pivotal in ensuring we provide excellent service and support to internal and external users of our technology systems.

About JA Canada

We deliver hands-on, immersive, and experiential learning experiences to young Canadians. Our programs help build transferable skills in work readiness, financial health and entrepreneurship. Last year alone, Canadian youth participated in over 340,000 JA experiences through one of our 14 offices across the country, in collaboration with a network of local educators, volunteers, and partner organizations. JA Canada is the national office for JA in Canada and a member JA Worldwide. JA reaches youth in over 100 countries across the globe.

Role Description

As JA Canada pursues greater impact, relevance and reach, we have employed a digital strategy that leverages new technological resources and efficiencies while increasing potential reach via digital program accessibility. The JA Digital Architecture is critically important to JA in Canada operations and includes a learning platform, JA Campus, launched in 2020, and a National CRM​​

​ built on Salesforce​, launched in ​

​2023.

As JA Canada advances its digital strategy and onboards more users to the ​Salesforce​ platform and​ achieve ​excellence with its ​online registration and learning solution​​ ​we are looking to add a new member to our technology support team. This is a full-time role working directly with our internal and external users that reports to our Senior Director, Technology and Logistics.

​​The Technology Support ​Specialist is responsible for providing frontline assistance and ​support to Junior Achievement staff, volunteers, educators, and our supporters. ​This role involves triaging​ support requests and issues​, promptly responding to tickets and ensuring timely resolution to achieve user satisfaction. Additionally, the specialist will handle basic technical tasks such as password resets and should have knowledge of Salesforce​. Admin certification or experience is not required. Additional knowledge of​ Moodle and Okta​ are deemed an asset, but not required.​​ ​ ​ ​​

​​​ ​​

​​Through our comprehensive and in-depth training program, you'll delve into the intricacies of Salesforce and its ecosystem, equipping yourself with the knowledge and skills necessary to thrive in your new role. Our commitment to your professional development ensures that you'll be well-prepared and empowered to make a significant impact from day one. ​This is a full-time position with hours from noon to 8pm Eastern Time, Monday to Friday​, to accommodate various time zones across Canada​.

Key Responsibilities:

• ​​​Act as frontline support to ​respond to incoming tickets and inquiries from users regarding JA Campus ​(Moodle) ​and the National CRM​ (Salesforce)​ through osTicket
• ​Administrative support with project management tasks and deliverables​
• ​​​Work with the internal team to triage tickets effectively, prioritizing based on urgency and impact on users.​​
• ​​​Collaborate with internal teams to escalate complex issues and facilitate resolution.​​
• ​​​Document and track responses to tickets; manage communications and provide solutions to stakeholders, in collaboration with the rest of the team.​​
• ​​Deliver training and guidance: educate users on best practices, features, and capabilities of Salesforce, providing training to empower their maximum use of the platform.​​ ​
• ​​​​Identify opportunities for improvement: proactively identify areas for improvement in the user support process, existing documentation, or system functionality; collaborate with the internal team to implement enhancements.​​​
• ​​​​Maintain high service standards: uphold high standards of service ​​excellence​​, professionalism, and responsiveness in all interactions.​​​
• ​​​​Contribute to knowledge sharing: contribute to the maintenance of a knowledge base containing frequently asked questions, troubleshooting tips, and best practice use for the Salesforce solution and supporting technologies.​​​
• ​​​​Adhere to service level agreements (SLAs) for response times, resolution times, and customer satisfaction metrics, striving to consistently meet or exceed performance targets.​​​
• ​​​​Maintain stakeholder relationships: cultivate positive and productive relationships with users (internal and external), fostering loyalty, trust, and satisfaction through exceptional service and support.​​​ ​​
• Manage and execute basic technical tasks including password resets.
• Maintain comprehensive knowledge of Salesforce, Moodle, and Okta platforms.

Requirements:

• Proven experience in customer support or a related role.
• ​​Strong communication and interpersonal skills.​ ​​
• ​​​Problem solving skills: ability to analyze complex issues, identify root causes, and develop effective solutions in a fast-paced environment.​​
• ​​​Exceptional verbal and written communication skills, with the ability to articulate technical concepts clearly and concisely to individuals with varying degrees of technical capacity.​​
• ​​​Demonstrated commitment to providing outstanding customer service and support, with a customer-centric mindset and a passion for helping others succeed.​​
• ​​​Flexibility and adaptability to quickly learn new technologies, tools, and processes, and to adapt to changing priorities and business needs.​​
• ​​​Meticulous attention to detail and accuracy in documenting stakeholder interactions, troubleshooting steps, and resolutions in Salesforce.​​
• Training and change management experience would be an asset.
• Familiarity with Salesforce, Moodle, and Okta.
• Previous experience in a technical support role​ is an asset​​ ​
• Knowledge of CRM systems and learning management systems
• Availability to work full-time hours from noon to 8 pm Eastern Time, Monday to Friday. Adapted working hours may be considered for qualified candidates.

Additional Assets:

• Certification or proficiency with Salesforce, Moodle, or Okta.
• Proficiency in French.
• Experience working in a not-for-profit.

Application Process:

To apply for the position of Technology Support Specialist, please submit your resume, a cover letter outlining your relevant experience, and any supporting documents or qualifications to with "Technology Support Specialist" as the subject. Please note direct LinkedIn applications will not be considered. Candidates are encouraged to apply as soon possible. The posting will remain active until a candidate is selected.

JA Canada is committed to an inclusive, diverse, equitable and accessible environment where differences are valued and respected in all areas of our business. We welcome and encourage applications from people of all backgrounds and abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. JA Canada will not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex (including pregnancy and gender identity), sexual orientation or identity, disability, age (18 and over), record of offenses for which a pardon has been granted, marital status (including same sex partners), family status (being in a parent-child relationship), or any other grounds prohibited by the Ontario Human Rights Code.

We thank all candidates for their interest in advance. An offer of employment with JA Canada is conditional upon the successful completion of a background verification check, subject to applicable laws and regulations.