Headquarters: Canada
URL: https://www.landadmin.com/
Why Work with Us?
Innovation on the Core: We make the most of modern applied sciences, permitting you to develop extremely sought-after abilities in a dynamic, forward-thinking setting.
International Influence: You may have the chance to contribute to significant initiatives that assist nations and residents safe land rights and drive constructive societal change.
Mission-Pushed Work: Be a part of a group targeted on empowering nations and communities to realize long-term social, financial, and environmental sustainability.
Collaborative Tradition: Work alongside best-in-class companions and professionals who’re keen about making an influence and bringing modern options to life.
In case you’re keen about expertise, social change, and dealing on impactful international initiatives, we wish to hear from you.
Concerning the Function: At LAC the Assist and Assist Desk Chief will set up, personal, and repeatedly enhance our scalable assist/assist desk framework, permitting our present and future clients to obtain world-class technical assist, no matter their location.
You’ll be hands-on initially, supporting our present clients as you develop and doc end-to-end processes as we develop.
As our assist and assist desk group grows, you’ll draw in your expertise main and dealing in technical assist desks to develop our assist processes, creating documentation and offering coaching to coach new group members as we develop to new jurisdictions, whereas additionally actively supporting clients with their technical issues.
This position will collaborate intently with our current testing group, builders, and technical management, and can report back to our Director of Operations.
This place is 80% hands-on technical work diagnosing and addressing buyer assist tickets in a fancy setting, and 20% establishing our LAC assist processes.
Please observe that we’re unable to sponsor work visas of any type.
Compensation & Advantages:
- Distant inside Canada (our ideally suited candidate has the pliability & maturity to handle a schedule that features occasional digital and in-person collaboration with groups in British Columbia, India, and Northern Eire)
- $75,000 – $95,000 annual wage
- 5 weeks of paid PTO yearly
- Medical & dental advantages
- Assist for skilled improvement
What you’ll be doing…
- Diagnosing and resolving assist desk tickets and buyer assist inquiries.
- Working with clients to resolve technical points to satisfaction.
- Supporting clients instantly in our advanced platform and area with their technical issues and seeing them by to finish decision and satisfaction.
- Offering common buyer assist opinions and driving buyer conferences, getting suggestions, and discovering methods to enhance assist and the product.
- Create and replace assist documentation, runbooks, troubleshooting guides, and information base articles.
- Because the group grows, you’ll design and ship onboarding packages to assist desk employees, specializing in platform fundamentals, buyer environments, and L3/L4 assist protocols.
- Handle assist instruments (ticketing techniques, dashboards, analytics) to allow environment friendly operations (resembling assist desk responses) and reporting.
- Outline and monitor assist metrics (e.g., response/decision instances, buyer satisfaction, backlog well being).
- Set up assist/assist desk SLAs and guarantee compliance with agreed service ranges for all clients.
- Act as a steward of assist information, conduct common audits of assist documentation and processes, incorporating suggestions from groups and clients.
- Mentor new hires and junior analysts, accelerating ramp-up and fostering a tradition of steady enchancment.
- Develop suggestions loops to refine assist processes, documentation, and coaching supplies.
What you deliver…
- Expertise navigating advanced databases, information bases, and content material administration techniques to seek out and ship advanced technical phrases to each a technical and non-technical viewers.
- Demonstrated sturdy troubleshooting abilities by effectively diagnosing technical points, assessing their influence, and delivering efficient resolutions to clients in a well timed method.
- Working instantly with clients in advanced technical environments and platforms and with the ability to stand up to hurry shortly with advanced software program options in extremely nuanced buyer domains.
- With the ability to assist these clients and resolve their technical points professionally, effectively, and to the shoppers’ full satisfaction.
- Confirmed expertise in designing, launching, and scaling technical assist desks in advanced, multi-jurisdictional, worldwide environments.
- Sturdy background in L3/L4 assist, incident administration, and technical troubleshooting.
- Demonstrated success in creating assist content material, documentation, and coaching packages for technical groups.
- Expertise with assist instruments (ticketing, analytics, information bases) and metrics-driven operations.
- Glorious communication, technical writing, and documentation abilities, particularly in advanced domains and platforms.
- Capability to work cross-functionally with Product, Engineering, Buyer Success, Operations, and Govt Management.
- Expertise onboarding and coaching groups for brand spanking new buyer environments, particularly in regulated or authorities domains.
- Expertise in land administration, land administration and registration techniques or geospatial techniques is a robust plus.
- Familiarity with agile methodologies, service administration frameworks (ITIL, ISO), and cross-functional collaboration.
- Capability to work independently and collaboratively in a fast-paced, evolving international setting.
- Ardour for information sharing, group improvement, and organizational scalability.
Variety, Fairness & Inclusion
We’re an equal-opportunity employer and are devoted to fostering an inclusive and various setting for workers from all walks of life. Employment selections are made with out regard to race, color, faith, nationwide or ethnic origin, intercourse, sexual orientation, gender identification or expression, age, or incapacity. We rent primarily based on expertise, and we’re excited to listen to what you’ll deliver to our group!
Methods to Apply
To use, please submit a resume and canopy letter to this web site. We thank all candidates for his or her curiosity; nevertheless, solely these candidates chosen for interviews shall be contacted.
In case you don’t meet all of our necessities precisely or have taken a non-traditional skilled path, we nonetheless wish to hear from you! Use your cowl letter to inform us about your distinctive expertise – we try to construct a various group and acknowledge that abilities are transferable.
Please observe that we’re unable to assist work visas of any type.
To use: https://weworkremotely.com/remote-jobs/the-land-administration-company-customer-support-and-help-desk-leader
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