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Technical Customer Support Specialist (Remote) - Est
Company | Swift Medical |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-06-04 |
Posted at | 1 year ago |
Who we are:
- Participate in future on-call rotation to ensure client expectations are met;
- Troubleshoot customer technical issues through root cause using basic troubleshooting, logging, debugging, and other analytical tools, while adhering to Service Level Agreements (SLAs);
- Identifies and escalates bugs outside the scope of (L1) to the Systems Analysts (L2), while working closely with end-users, fellow support team members, engineers, and developers to ensure tickets are resolved;
- Build and maintain a library of technical documentation to help accelerate issue resolution;
- Assist in solutioning and/or developing to automate repetitive internal processes to enhance support delivery;
- Manage ticket queue efficiently to meet SLA demands
- Proven ability to develop workarounds and solutions for unique use cases;
- Proven ability to prioritize issues and identify, replicate, and triage bugs quickly and efficiently for both cloud and mobile applications;
- Some experience working in high-growth SaaS startup environments with software release cycles (especially scrum and agile methodologies);
- Basic experience querying databases using SQL;
- Aptitude for doing everything possible as well as documenting steps taken in solutioning an issue prior to escalating to Level 2
- At least 3 year customer-facing technical experience in a B2B SaaS environment with a proven track record of building relationships with enterprise/premium clientele;
- At least 3 year experience engaging directly with end-users to handle and resolve technical problems;
- Interview 3: 60-minute panel video interview with Mike and some other folks that you’d be working closely with in this role. This interview may include a mini case study, while on the call
- Interview 2: 60-minute video interview with Mike Delany (the leader for this role)
- Interview 1: 30-minute video interview with our Talent Partner
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