About RAMP InterActive

RAMP InterActive has been developing sports management software solutions since 2003. We are based out of Edmonton, Alberta. This is an in-office position at our Edmonton location — not a remote role.

The Role

We are looking for a customer service–oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be the firm's front liner: solving basic technical problems and providing support across all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Your job will require you to learn our various software platforms and assist our clients — governing bodies, leagues, clubs, and the volunteer administrators who keep them running.

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to the correct resources
• Update customer data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation, and closure of every ticket
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services

IMPORTANT: A sport background and sport knowledge is required for this role. Our entire customer base is leagues, clubs, and sport-governing bodies — you need to speak their language from day one. Applications without demonstrable sport experience will not be considered.

• Sport background and working knowledge of how leagues, clubs, and associations operate — required, not optional
• Proven working experience in providing help desk support
• Proficiency in English and French is considered an asset.
• Working knowledge of help desk software, databases, and remote control tools
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation

• Experience working in IT support, software support, or a SaaS environment
• Familiarity with web-based platforms, databases, or content management systems
• Understanding of basic networking concepts, browsers, and device troubleshooting
• Exposure to ticketing/help desk systems (e.g., Zendesk, Freshdesk, Jira, etc.)
• Experience supporting mobile applications (iOS/Android)
• Ability to quickly learn new software platforms and workflows
• Post-secondary education or certifications in IT, computer science, or a related field