Client Support Engineer Jobs

Role Overview:
We are hiring a Client Support Engineer based in Ontario or Montréal.
In this role, you will combine past experience in troubleshooting computer hardware, software, and database platforms to solve complex issues and escalated cases, including identifying effective outcomes. The candidates who will be most successful will demonstrate high self-motivation, focus, energy, flexibility to work some weekend shifts, and the ability to work effectively in a fast-paced environment. 9 to 5:30 hours, with "on-call" requirements on a rotational basis.
What you'll be doing:

• Resolve incidents in a timely manner as per established Service Level Agreements (SLA)
• Some travel may be required
• Provide support to customers through various channels, including telephone, email, or other media
• Other duties as assigned
• Escalate complex problems or requests to the appropriate person or team, providing them with diagnostic data and other relevant information and support
• Make initial classification of user requests, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues
• Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems
• Reproduce bugs in the local environment in order to assist QA in testing new builds
• Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empowering clients by posting client-facing FAQs and Knowledge base articles
• Serve as subject matter expert by developing a deep knowledge of MI9’s range of enterprise products
• Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as needed
• Solve basic and common user problems in real-time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser-related issues

What you bring to the table:

• Conceptual understanding of .NET development/support/operations
• Flexibility to work some weekend shifts
• Strong analytical and critical thinking skills
• Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
• Proficient with Microsoft Office Products
• Proficiency in troubleshooting computer hardware, software, and database platforms
• Bachelor’s Degree in Engineering/Computer Science or related field, or equivalent related experience. An equivalent combination of experience and education will be considered
• Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
• Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
• Exceptional verbal and written communication skills

What you'll get in return:

• Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development or Technical Consulting
• The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble
• You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improving their operations