Help Desk Level 1 (Temporary Contract)

Rise ComQi

2d

About The Position

ComQi, a subsidiary of AUO, is a global leader in cloud-based digital signage and shopper engagement technologies. They provide solutions that inform and influence shoppers through various digital touch-points like in-store media, mobile, video, touch, web, and social media. Their core product, EnGage™, is a content management system designed to deliver relevant content at the right time to the right audience across all in-store digital touch points, integrating with systems like POS and RFIDs. ComQi serves hundreds of customers globally, including major brands such as Gap, Victoria’s Secret, and McDonald’s. The company is headquartered in New York with offices in Toronto and London.

ComQi Inc. is seeking a Temporary Help Desk Agent (Level 1) to serve as the initial point of contact for client-facing technical support for their CMS platforms and hardware. This role involves triaging, resolving, and escalating inbound support requests received through Freshdesk, phone, email, and Slack. This is a temporary contract position ending November 30, 2026.

Requirements

• Customer Service experience in IT or Technical Support experience (Mandatory)
• 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

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• Flag gaps or outdated procedures in KB for update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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed