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Customer Support Analyst Ambra (Windows Admin And Networking) -Job Bank
Company | Intelerad Medical Systems |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Medical Device |
Expires | 2023-07-19 |
Posted at | 10 months ago |
Company Description
- Manage and exceed customers’ expectations by providing excellent service
- Participate in, and potentially lead, ad hoc projects to help improve Ambra’s support operations.
- Work is performed remotely through secure connections, phone, and remote desktop sharing.
- Participate in sharing knowledge and publishing Knowledge articles
- Participates in incoming Tier 1 phone coverage on a regular basis and or when needed
- Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
- Log and document all incidents within a ticketing system and problems within ServiceNow received from customers or escalated from Customer Support Analyst L1
- Presents problem analysis and recommended solutions in a creative and logical manner working with R&D or Dev Ops Teams
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- Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
- Refer incidents to other parties when an incident is beyond your current skill-set;
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
- Excellent Knowledge Mac OS is an asset
- Experience in a medical and/or research environment - an asset
- Excellent communication skills in English (verbal and written)
- Knowledge of Linux - an asset (not a prerequisite)
- 3-5 years of work experience in Windows administration and technical customer support
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- Experience with SaaS or other technical software a plus
- Excellent Knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent customer service skills
- Ability to work under pressure
- Excellent problem solving & analytical ability
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