Specialist II, IT Support

Overview

QXO is a leading distributor and installer of building products serving an $800 billion market. The company’s mission is to modernize the building products industry through advanced technology and a best-in-class customer experience. QXO is North America’s largest distributor and installer of insulation, the second-largest distributor of roofing products, the second-largest publicly traded distributor of lumber and building materials, and the largest distributor of waterproofing products. The company is targeting $50 billion in annual revenue within the decade through accretive acquisitions and organic growth. For more information, visit QXO.com.

What you will do:

• Diagnose, research, analyze, troubleshoot, and implement solutions for all user-reported issues, including technology issues, and branch and company business processes.
• Log into the support phone system each workday to receive inbound support calls from end users; troubleshoot and document issues, and route or escalate calls as needed.
• Testing, analyzing results for software fixes, Mods, software loads, etc...
• Thorough knowledge of our software and hardware environments.  Uses this knowledge in a consultative manner to assist users.
• Uses experience and judgment to determine course of action, implements and documents solutions independently.
• Provide hardware and software support, including laptops, tablets and mobile devices.
• Create detailed database records of issues, analysis, troubleshooting, and solutions.
• Maintain and manage knowledge base for end users and agents.
• Provide cross functional training for other members of Support Services team.
• Administer and implement proper security measures for all IT systems.
• 24/7 on call support based on schedule, to handle all IT support issues during off hours.
• Handle every customer inquiry and issues professionally and quickly.
• Consults with the branch employees and departments to solve problems, navigate, and best utilize our systems.
• Provide backup support for other Helpdesk positions.
• Performs other duties as assigned.

What you will bring:

• 3+ years of experience in IT customer service
• BA/BS or equivalent experience
• IT Project Management Support preferred
• Distribution or wholesale experience a plus
• Consultation, interpersonal, communication, manage projects and problem-solving skills
• Bilingual proficiency in French and English is required, including the ability to provide verbal and written IT support in both languages.
• Proficient learning multiple business applications
• PC/Laptop/tablet and mobile device knowledge
• Customer focused, polite, friendly, and enthusiastic
• Listening skills so that they can quickly understand the user’s issue
• Ability to learn quickly, implement solutions and handle multiple tasks

What you will earn:

• Competitive compensation: We make sure your hard work is recognized 

• Medical, dental, and vision insurance: Enjoy the peace of mind provided by our comprehensive benefits package and telemedicine service designed to prioritize your well-being. 

• RRSP Program: Secure your future with a fair matching of your retirement contributions. 

• Paid leave: Recharge your batteries, balance work and personal life, benefit from personal emergency leave, and enjoy paid vacation and company-recognized public holidays to relax and pursue the activities you love. 

• Training and advancement opportunities: Open doors and access exciting opportunities by participating in our dynamic learning programs. 

QXO is an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, religion, gender or sexual orientation, national origin, age, disability, or any other protected status