Help Desk Agent (Level 1)

Description:

ComQi, a wholly owned subsidiary of AUO, is a global leader providing cloud-based digital signage and shopper engagement technologies that inform & influence shoppers in-store, using all digital touch-points such as in-store media, mobile, video, touch, web, social media etc. At the core of our solution offerings is a content management system appropriately called EnGage™. EnGage™ allows for the display of content to the right place at the right time to the right audience. In other words, our solution creates ‘relevance’ through all digital touch points in-store and integration with backend systems like POS, RFIDs etc.

ComQi’s hundreds of customers include leading brands around the world, such as Gap, Victoria’s Secret, Bath and Body Works, H&M/Weekday, Six Flags, and McDonald's. With over 20 years of expertise, ComQi is a global company headquartered in New York with offices in Toronto, and London.

ComQi Inc is looking to hire a Help Desk Agent (Level 1) to be the first point of contact for client-facing technical support across CMS platforms and hardware; and you will be responsible for triaging, resolving, or escalating inbound support requests via Freshdesk, phone, email, and Slack.

Key Responsibilities:

• Respond to inbound tickets and calls from store associates, technicians, and client contacts
• Use EnGage and Freshdesk to diagnose issues and determine resolution path
• Escalate to L2 or Deployment when required, following defined protocols
• Support technician visits via phone and Slack coordination
• Follow SOPs and KB guidance for ticket resolution
• Flag gaps or outdated procedures in KB for update
• Provide tailored support based on assigned client verticals
• Participate in Slack discussions for ticket triage and peer support
• Support outbound ticket follow-ups and proactive outreach via phone and email

Performance Metrics:

• SLA Resolution Compliance (%)
• First Contact Resolution Rate
• Ticket Escalation Accuracy
• Knowledgebase Contribution Frequency

Requirements:

• Customer service experience in IT or technical support
• Familiarity with CMS platforms and digital signage hardware
• Strong communication and time management skills
• Experience with Freshdesk or similar ticketing systems
• Basic understanding of networking, routing, and PC hardware

At ComQi, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

If this sounds like a great fit, we look forward to your application!