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Customer Support Agent At TVO

Location: Toronto, Ontario

Job Description

Date: December 19, 2018

Position Title: Customer Support Agent (Office Services)

Company: TVO

Division: Operations

Department: Administration

Reports To: Manager, Client Services & Facilities

Salary Range: $46,774.00 - $54,418.00

Location: Toronto, Yonge & Eglinton (on the Yonge subway line)

As the Government of Ontario’s partner in digital learning, TVO’s vision is to create a better world through the power of learning.

TVO’s powerful learning products and services, rooted in the curriculum, help build an Ontario that can adapt, innovate, and compete globally. Our in-depth current affairs journalism from an Ontario perspective supports citizen engagement and a robust democracy. TVO is funded primarily by the Province of Ontario and is a registered charity supported by sponsors and thousands of donors. For more information, visit


Are you passionate about providing excellent support services that enable your colleagues to do their best every day? Do you excel in an environment where no two days are the same? Do you thrive in a rapidly evolving environment and on surpassing expectations? Are you a highly organized team player with excellent communication skills? If this is you, we want to meet you!

The Customer Support Agent is responsible for timely and effective resolutions to support issues as they relate to all Facilities, IT Services and Products, and shipping and receiving. You will act as the central-point of contact for TVO employees and record issues/solutions within the Service Desk call-tracking system. As the Tier One level of support for the Service Desk, this role will assist clients by responding to queries related to common technology issues including PC, telephone and mobile equipment. This Service Desk role also fulfills duties related to facility tasks such as: meeting room setup, shipping & receiving duties (incl. mail, courier, supplies), and off-site event/conference setup. In this role, you will also have on-boarding/off-boarding responsibilities, fleet maintenance responsibility, warehouse transportation and inspections, and printing.

Key Responsibilities:

  • Ensure delivery of the highest level of quality customer service and support
  • Promptly triage and escalate urgent issues to appropriate Tier Two support
  • Assist clients by immediately responding to requests related to meeting room equipment, AV systems and setup
  • Create purchase requests for supplies as required
  • Provide on and off-site Event/Conference Support
  • Conduct new employee office tours, orientations, including add/change/set up workstations, connect configured computers/phones and TV Monitors
  • Source/distribute office supplies, including business cards and other specialized print and supply requests
  • Conduct monthly mileage reporting on Toronto vehicles
  • Ensure garage repairs, recalls, and seasonal tasks are performed
  • Workstation assembly and reconfiguration
  • General repair tasks, light furniture assembly, keyboard tray install, etc.
  • Shipping & Receiving: receive against POs & distribute packages as required
  • Manage outbound couriers and process Canada Post mail
  • Maintain good operating order and supply and toner replenishment for office copiers/printers
  • Perform password management for Active Directory and phone system
  • Manage sign in/out loaner laptops, VPN tokens, and projectors
  • Deploy housekeeping services as per monthly schedule and for event and emergency situations
  • Submit accurate and procedural resolutions to shared knowledge-base
  • 1 to 3 years of experience in a related field
  • Facilities coordination experience is considered an asset
  • Experience working in a customer service role (including Office Services/Administrative environment)
  • College diploma or University degree in a related field, or equivalent experience
  • Valid Ontario Driver’s License is required
  • Ability to lift up to 100 pounds
  • Flexibility in work hours is required - Hours of Operation are 8am to 6pm, Monday to Friday
  • Strong written and verbal communication skills
  • Excellent interpersonal, organizational, problem solving, and time management skills
  • Demonstrated conflict-resolution and negotiation skills
  • Demonstrated ability to work in high-stress environment and manage competing priorities
  • Demonstrates TVO's values of Excellence & Innovation, Ownership, Collaboration, Trust and Respect

Qualified candidates are invited to submit a current resume by the stated date at 5:00 p.m.

For Additional information about TVO please check out our website at to access all of our web properties.

TVO is an equal opportunity employer and will endeavour to accommodate job applicants with disabilities through the People & Culture Division. Upon request, all job postings will be made available in alternative format.

TVO is committed to achieve a skilled workforce reflective of the population of Ontario.

We thank all applicants for their interest. However, only those candidates selected for an interview will be contacted.