Key Responsibilities

Intake & Frontline Support

- Act as the initial contact via approved intake methods.
- Greet users professionally and collect required diagnostic information, or menu information.
- Clearly restate issues to confirm understanding and set expectations regarding next steps and timelines.
- Take ownership of user issues through initial assessment and resolution or escalation.

Troubleshooting & Resolution

- Resolve common, repeatable issues using approved knowledge articles, scripts, and SOPs.
- Perform basic diagnostics and assist with:
- - Login or access verification
- Basic system errors
- User how‑to guidance
- Configuration settings
- Menu updates

- Ensure all activities and resolutions comply with established KPIs and governance standards.

Ticket Management & Documentation

- Log and categorize all support requests with accuracy and consistency.
- Prioritize tickets based on urgency and impact.
- Fully document all actions taken, troubleshooting steps performed, and results observed.
- Ensure escalated tickets include complete and detailed documentation.
- Set and maintain expectations regarding next-step timelines.
- Maintain calm, professional, and customer-focused communication at all times.

Escalation & Collaboration

- Escalate more complex or unresolved issues to Tier 2 following established criteria.




- Provide clear information to ensure quick and effective resolution by higher tiers.
- Proactively surface recurring issues, trends, or process gaps to leadership.

Knowledge & Continuous Improvement

- Use and actively contribute to the internal knowledge base to support shared understanding and consistent execution.
- Identify gaps in documentation and take ownership of creating, updating, and maintaining knowledge articles.
- Document learnings, recurring issues, and process improvements to prevent knowledge silos and enable faster resolution across teams.

Qualifications

Required

- Strong customer service and communication skills.
- Ability to follow scripts, workflows, and defined escalation paths.
- Basic technical knowledge of retail (POS) or healthcare patient service systems, infrastructure, and applications.
- Ability to clearly document technical issues, resolutions, and processes for reuse by others.
- Detail-oriented with strong problem-solving skills.

Preferred

- Prior experience in a help desk or customer support role.
- Familiarity with ticketing systems and standard support procedures.

Role Details:
- Full Time Permanent
- Salary: 50,000.000 - 60,000.00
- 4 Days in Office - Toronto/ Mississauga
- Perks: Benefits, RRSP, 4 Weeks Vacation, Bonus eligibility and more!

📌 Digital Support Analyst I (Toronto)
🏢 Compass Group
📍 Toronto