Support Services Technician – Hybrid – COBS Bread

Job Title: Support Services Technician – Hybrid

Location: Vancouver, BC

Job Description: Job Description:Top 50 Best Workplaces™ 2024Support Services Technician – HybridReports To: IT Infrastructure and Service Desk ManagerLocation: Vancouver, BCSalary range: $50,000 to $55,000 depending on experienceCOBS Bread is excited to welcome a bright and enthusiastic Support Services Technician to our Vancouver office, where you’ll be an integral part of our Information Technology team as we expand across North America.In this role, you’ll collaborate closely with colleagues to oversee the entire lifecycle of corporate and bakery-related incidents, addressing them through phone, email, and in-person support. As a true team player with a friendly phone demeanor, your goal will be to swiftly resolve customer issues or partner with the team to provide assistance to our network of customers.The Support Services Technician will:

• Deliver smooth technical support to all customers, ensuring they receive regular updates and communication on all assigned incidents.
• Offer quick, knowledgeable, and courteous assistance to resolve clients’ initial technical challenges, escalating issues when necessary.
• Troubleshoot problems related to hardware, operating systems, and applications.
• Develop and maintain Support Services documentation through an online knowledge base.
• Participate in rotational on-call shifts over the weekends.
• Carry out additional related tasks as assigned.

Requirements:What You Bring to the Table

• 1-3 years of relevant experience delivering technical support to users, along with proficiency in managing computer systems, software, and hardware.
• A relevant post-secondary diploma in Computing studies or an equivalent qualification – we welcome combinations of education and experience!
• Hands-on experience in diagnosing, resolving, and documenting hardware and software issues for each job or ticket.
• Proficiency in Microsoft operating systems, PC hardware, and common office applications.
• Previous exposure to retail point of sale systems and hardware is a plus.
• Familiarity with ServiceNow and the ITIL Framework is highly desirable.
• Exceptional customer service and communication skills, both verbal and written.
• A team player who thrives in a close-knit environment, eager to engage in discussions around technical challenges, issues, or specifications.
• A quick learner with the ability to swiftly adapt to new technologies.
• Skilled at pivoting seamlessly from one issue to unrelated ones as needed.
• Robust problem-solving experience, especially in troubleshooting scenarios.
• Capable of working independently and efficiently to meet deadlines, excelling under pressure.
• Well-organized, detail-oriented, and highly motivated to take initiative and demonstrate proactivity.

Benefits:What’s in it for YouNot only do we have fresh COBS Bread product delivered daily to our Support Office, we offer some pretty sweet perks too!

• Flexible work arrangements with a combination of working in the Vancouver Support Office and remotely
• Competitive salary and vacation plan, and company bonus plan
• A great Extended Health & Dental Benefit, Group RRSP Matching and Health Spending Account
• Paid sick and personal leave days, mental health day
• Subsidized wellness program, and paid day for community service/volunteer time
• An open, ‘continuous-learning’ environment where professional development and career progression is encouraged
• Work within a dynamic, driven, high-achieving, close-knit and fun-loving team
• High level of autonomy and responsibility
• Complimentary self-serve kitchen of fresh produce, deli meats and of course, COBS Bread and treats!

We thank all applicants for their interest in COBS Bread but would like to advise that only applicants shortlisted for interview will be contacted.We are an equal opportunity employer and value diversity at our company.About COBS BreadWith over 180 locations, COBS Bread serves fresh and delightful baked goods to communities across Canada and the USA every day. Any unsold items are donated daily to various local charities and food banks. The company’s success can be attributed to the quality of our product, the development of our people, and our warm and friendly customer service.COBS Bread is part of Bakers Delight – Established in 1980 operating as Bakers Delight in Australia and New Zealand, and since 2003 as COBS Bread in Canada and now the USA. Together we have grown to more than 800 bakeries across Australia, New Zealand, Canada and the USA. The entire network employs over 15,000 people, serving more than 2.1 million customers each week.AccessibilityAccommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

Company Name: COBS Bread

Salary: $50000 – 55000 per year

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