Help Desk Analyst

Location: Moncton, NB
Date Posted: 07-25-2017
Help Desk Analyst (Full-Time)

Customer Service / Contact Centre, Information Technology


Club Auto

Moncton, New Brunswick 

Club Auto is an exciting place to work. For 25 years, Club Auto has provided products and services to the automotive sector in Canada. Working with some of the biggest and most prestigious automotive brands in the world, Club Auto has developed industry-leading solutions that have fueled rapid growth.  With a keen focus on innovation, Club Auto has expanded its suite of services and solidified our place as a valued strategic partner to our many clients. Club Auto is fast becoming a global force in the automotive sector.
Proudly Canadian, Club Auto has provided B2B roadside assistance services in Canada and recently expanded into the U.S. market in 2017.  We provide private label roadside services to top automobile manufacturers, rental car companies and other organizations with large vehicle fleets.   We are dedicated to providing best in-class customer experiences to our clients and are continually looking new and innovative ways to exceed our client’s expectations.  
In June of 2017, Club Auto won four Gold Awards and has been recognized for Best in Customer Service, Best Contact Centre, Best Help Desk and Best Technology Innovation.
Currently our Customer Experience team is looking full-time Help Desk Analyst, to support the Solutions Centre staff by providing process and product knowledge assistance and support for incoming queries and issues related to Club Auto programs and Solutions Centre system tools. In this role, you will act as an escalation point to support the day-to-day operations of the Solutions Centre in our new Moncton, New Brunswick location!
Club Auto offers highly competitive compensation packages with benefits along with professional development opportunities.
During the first month of the employment period, some travel to Toronto area will be required at the company’s expense for training purposes.
Our new Moncton office is located on Millennium Drive, close to the Downtown core and easily accessible.
Other key functions of the role include: 
  • Handles escalation calls from Dispatch Hotline queue, voicemail, and act as the first escalation point for the Solutions Centre Representatives, remote agent contractors, and outsourcer layer
  • Make judgment calls concerning service exceptions, and customer resolution opportunities
  • Provide summary of trends, gaps, or opportunities for process improvement which are identified through escalation and support handling
  • Maintain enhanced relationships with the automotive clubs (CAA and AAA)
  • Responsible for execution of disaster recovery plan in the event of emergency or the requirement to execute business continuity plans
  • Bilingual in French and English, both in written and oral communications
  • Experience as a senior level contact centre representative
  • Experience handling escalations and diffusing negative customer experience situations
  • Able to build solid relationships with external customers, departments and vendors over the phone/email
Operating Hours
Shifts are determined based on business needs and are subject to change with appropriate notice.  Our hours of Operation are Monday to Sunday 6:30am – 11:00pm.
Please send your application to Please quote competition number HDA0719-CB when applying.

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