Help Desk, Wattpad
Contractor - WEBTOON
$26.44 USD - $40.86 USD an hour
Office located in El Segundo, CA
Platform for sharing original writing
Be an early applicant
Platform for sharing original writing
101-200 employees
Be an early applicant
$26.44 USD - $40.86 USD an hour
Office located in El Segundo, CA
101-200 employees
Company mission
Wattpad's mission is to create a world where everyone's story can be heard, and anyone can belong.
Role
Who you are
- Completion of a diploma or degree in Computer Science or equivalent experience
- Minimum of 3 years’ experience in a Helpdesk support environment with customer service
- Excellent verbal and written communication skills
- Excellent troubleshooting skills cross multi environment
- Good working knowledge of macOS, DNS, O365, Google Workspace, networking, VPN, video conferencing systems
- Ability to provide remote support
- Be available for flexible hours when required
- Bachelor's degree in Computer Science, Information Technology, or a related field
- 1-2 years of experience in IT support or administration
- Strong understanding of computer hardware and software
- Excellent customer service skills
- Ability to work independently and as part of a team
- Excellent communication and problem-solving skills
What the job involves
- We are seeking a Help Desk Contractor (Tier 1 - 2) to serve as the primary engine of our technical support, responsible for resolving daily user challenges and maintaining the seamless health of our IT ecosystem
- The ideal candidate pairs a high-level technical aptitude for hardware and software troubleshooting with the interpersonal agility to provide clear, empathetic support to users under pressure—effectively serving as the front-line bridge between our staff and their digital tools
- Primary Point of Contact: Serve as the first-level contact for all technical inquiries, providing rapid-response support for Windows and macOS environments, Microsoft 365 suites, and core enterprise applications
- System Troubleshooting: Diagnose and resolve daily hardware and software issues for North American staff, utilizing systematic problem-solving to minimize downtime
- Remote & On-site Assistance: Deliver comprehensive support for both in-office and remote users, ensuring seamless functioning of the digital workspace across all Americas-based operations
- Hardware Lifecycle: Manage the implementation, deployment, and ongoing maintenance of laptops and desktops, including memory/storage upgrades and component-level repairs
- Equipment Provisioning: Execute equipment swaps and new hardware rollouts, ensuring all IT assets are properly configured and performance-optimized
- Asset Oversight: Maintain accurate records of IT assets and monitor hardware health to proactively identify units requiring replacement or decommission
- Onboarding/Offboarding: Partner with HR and IT Administrators to facilitate employee transitions, specifically overseeing hardware deployment and provisioning user-level system access
- Security Liaison: Initiate secure off-boarding by auditing physical assets and alerting IT Admins to revoke system permissions and deprovision accounts
- Security Monitoring: Assist with IT security management protocols to ensure all end-user devices comply with company safety standards
- Documentation: Author and maintain a clear, accessible Knowledge Base (KB) to simplify complex technical tasks into easy-to-follow, self-service guides
- User Empowerment: Act as a technical subject matter expert, providing ad-hoc training to employees on new and existing tools to drive organizational software adoption
- Continuous Improvement: Assist with or lead Helpdesk initiatives and projects designed to optimize internal IT workflows and service delivery
Our take
Content is king and Wattpad has managed to create a platform that aggregates the most loved original writing content in the world, turning the traditional publishing industry on its head.
Where authors used to submit drafts to dozens of publishing houses in the hope of getting some eyeballs on their work, Wattpad opened up the process to millions of young authors by letting them easily submit their work, and fostering a community around their software that offers feedback and help.
The e-reading platform is now looking to double down on its strategy of taking its user-generated fiction and turning it into successful intellectual property upon which original series and movies can be based. However, a significant challenge for Wattpad is in producing original, marketable content from its platform, given the popularity of fanfiction, stories which are based on existing intellectual property.
Another challenge for Wattpad is the current economic conditions, which have affected much of the tech sector and are not sparing digital publishing. Having shelved bold plans for the future, it also laid off 15% of its workforce in March 2023. Having realigned for its current business needs, however, it is now well placed to weather the current market downturn.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2018
$51m
LATE VC
Apr 2014
$46m
SERIES C
Total funding: $117.8m
Company benefits
- Full health benefits
- Career development & Mentorship opportunities
- RRSP matching
- Generous parental Leave top-up
- Flexible hours
- Regular hackathons
- Healthy snacks & drinks
- Your choice of hardware
- Monthly work-from-home allowance
- Beautiful offices in Toronto and Halifax
- Easy access to transit
Company HQ
St. Lawrence, Toronto, ON
Leadership
Allen lau
(Co-Founder)Lau attended University of Toronto where he earned his bachelor's degree in electrical engineering followed by a master's in the same subject. Thereafter he briefly worked as a software engineer for Brightspark before founding his first notable company, Tira Wireless, a mobile development startup. He is also the co-founder of Two Small Fish Ventures, a fund that invests in Toronto and Waterloo-based early-stage internet companies with strong network effects.
Ivan Yuen
(Co-Founder)Prior to Wattpad, Ivan co-founded FeedM8 and served as the company’s CTO. Before that he was one of the first employees of Tira Wireless, where he helped grow the technical team and developed new and emerging wireless technologies. Ivan graduated from the University of Waterloo with a degree in Computer Engineering and also earned an MBA from the Rotman School of Management.
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