Customer Solutions Analyst Co-op Student

At Clark Builders, we build Exceptional Experiences! Our remarkable team, made up of individuals with unique talents and perspectives, work together each and every day to deliver exceptional, successful projects and experiences for our clients across Western and Northern Canada through innovation and inspiration.

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Clark Builders is hiring a Customer Solutions Analyst Co-op Student to join our team in Edmonton. This role will be responsible for the timely troubleshooting of customer technology issues for first call resolution or triage to the appropriate teams for resolution. The position requires technical troubleshooting abilities and excellent customer service skills. This will be a 4 or 8-month work term starting May 2025.

Reporting to: Customer Solutions Lead

Duties & Responsibilities:

• Respond to and troubleshoot service requests at first contact, when possible, via multiple platforms including phone, e-mail, chat, in person, job sites, etc. and follow up as required

• Accurately record and document all details of the issue or service requests, including categorization and priority into the service desk tool

• Adhere to policies and processes to ensure consistent quality of service

• Provide remote access support to various Clark Builders’ offices and job sites

• Execute IMACD (Installation, Moves, Additions, Changes and Deletions) requests as assigned, such as office moves, new hardware setup, assigning permissions etc.

• Provide support and guidance for all internally supported devices, applications, and systems

• Escalate concerns to the appropriate subject-matter experts and follow up on incidents when required

• Leverage internal and external resources such as knowledge base, manuals, support sites, and 3rd party support contracts to assist with resolving issues

• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides

• Collaborate with the IS team to develop, define and deliver related end-user training

• Build relationships with the support technicians and subject-matter experts to ensure that IS-delivered services and end-user productivity goals are understood and met or exceeded

• Be an advocate for the end user to ensure they receive high-quality, timely service and support from the entire IT/IS team

Skills & Knowledge:

• Exceptional customer service skills

• Effective troubleshooting and problem-solving skills

• Ability to learn new technology and applications

• Effective communication skills, both written and verbal

• Mature and self-motivated professional able to work independently in a fast-paced and constantly changing environment

• Effective organization skills and time management

• Ability to work well in a diverse and focused team atmosphere

• Proactively stays up to date with current technologies

• Ability to effectively work in a fast-paced and high-pressure environment

• Knowledge of the following systems (preferred):

  • Microsoft SharePoint

  • Citrix XenApp and/or XenDesktop

  • iPhone/iPad/MDM

  • Windows and Apple based operating systems

  • Microsoft Office/Office 365 Productivity suites

  • VMware – Virtualization

  • Cisco Meraki End Point Management

  • Axios Assyst Ticketing system (or other)

  • PC, laptop, printer and other hardware break-fix  

Qualifications:

• Currently enrolled in a post-secondary institution, in either Computer Science or another technology-related program

• Experience in a technical customer service role considered an asset, however training will be provided

• Software and hardware certifications an asset

Apply now for your exceptional career opportunity!