Client Technical Support Specialist Jobs in Beaconsfield, Quebec

Two years or more of Jamf mobile device management experience preferred.

Adhere to ITIL best practices for incident and problem management, advises management of such incidents, and assist with resolution.

Administrator and maintain mobile device management systems.

Experience in coordinating resource requirements.

Coordinate with other support staff and managers to resolve all support issues.

Apple Certified Support Professional certification.

Credit, funding and transaction limit management and oversight.

Oversee key control processes with respect to billing, risk and management reporting, at client level.

Work closely with the development teams to create and implement suite of quality Management reporting.

Interpret, manipulate and analyze data to produce meaningful dashboards keeping in mind the mission statement of CSS, i.e. improve client experience.

Work with stakeholders to understand their data and how it can best be leveraged to meet client’s requirements.

Knowledgeable of International wires transfers, SWIFT and local clearing systems.

May be called on for training creation, input, or delivery as assigned by management.

Manage the level three queue daily and relay the resolutions to the TSS or TSS II

Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research.

Maintain documents of system requirements and configurations for support only. Identify departmental technical needs and make suggestions.

Test software and hardware applications as they change in the industry and apply the knowledge as needed

Document all customer contacts, issues, and resolutions timely and thoroughly in the CRM (Zendesk, Jira).

Experience with ITIL support processes; Service Requests, Change Management, Incident Management etc…

Track support requests/incidents and resolutions using help desk software (Jira Service Management)

Experience with AWS, Azure and GCP environments

Experience with Kubernetes and related tools (Helm, Kubectl)

Experience with Jenkins or other CI/CD platforms

Experience with monitoring tools such as Splunk, Log Analytics etc…

Proactively look for ways to improve processes and the customer experience.

Bachelor’s Degree in a Computer Science or related technical field or equivalent experience

2+ years of experience problem solving and providing advanced support within fast-paced and

Experience working with and debugging web applications and/or services.

Excellent customer service, interpersonal, collaboration and communication skills. Possesses the

Experience with the Retail industry and application support (Merchandising) is must

A positive, enthusiastic attitude, with strong people skills

Proven customer service experience and passion for helping others and sales delivery

Experience in the payment processing industry is an asset

Experienced communicator and educator, both verbal and written

The ability to multi-task, with above-average computer skills and digital awareness

Bilingual in English and French is a requirement

Experience using Google Sheets or Excel as a data management tool

Bachelor's degree in a related field or equivalent work experience

1+ years of relevant work and/or internship experience

Strong verbal and written communication skills

Ability to work remotely within the US with occasional travel for team retreats

Participating in the Service Model Innovation and Delivery team to coordinate and create actionable recommendations for partner practices

Bachelor’s degree in Computer Science or a related field, and/or equivalent education/experience.

3+ years network engineering/system administration experience or equivalent support experience required.

Strong customer service and excellent verbal and written communication skills.

Thorough knowledge of TCP/IP and Internet protocols including WAN, routing, DNS, and HTTP.

Solid experience with network hardware including switches, hubs, routers, firewalls, and load balancers.

Previous administration experience with Exchange Server, DNS, LDAP, and strong hands-on system administration/network administration with Unix operating systems.

Bachelor's degree or commensurate combination of education and experience

Collaborate with development, product management, and customer onboarding functions in order to care for customers efficiently and effectively

1-3 years experience in a technical support function

Familiarity with helpdesk ticketing system (ZenDesk experience is a plus)

Excellent interpersonal, verbal, and written communication skills, with emphasis on phone, email, and online communications

Self-starter with solid organizational and planning skills

Minimum 3+ years Client Services/Support management experience

Effectively apply knowledge to solve a range of problems and questions.

The capabilities of leading by example as well as by direction and vision.

Strong understanding/experience in the Lease and Loan Industry considered an asset

Demonstrated experience in performance data measurement both day to day as well as long term.

Exceptional verbal and written communication skills

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIREMENTS:

Experience Level: 2-5 years of Materials Management

Strong organization, planning, prioritization, and time management skills

Excellent customer service skills; self-starter with experience in client-facing situations

·Understanding and responding to the client’s Materials Management queries and issues to provide best solutions.

A University Degree or College Diploma with a major in Accounting, Commerce, or relevant experience

Contributing to Delivra’s knowledge management by identifying and/or creating knowledge base articles.

Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)

Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)

Remote work fund to create a successful home working setup

High-end hardware and equipment — in the office and at home

Update Knowledge Base articles based on your new learnings

Longueuil, QC J4G 2H9, Canada

Duration: 12 Months Contract to hire

Shift Hours: Mon-fri 8:00 Am – 5:00 Pm

Provide timely technical support to external and internal clients including Project Management, Solution Architects, and Software Developers.

Manage customer escalations and provide clear concise communications to facilitate a quality customer experience.

Identify and understand explicit and implicit requirements of the hosting environment.

Previous experience in deploying software and/or middleware solutions.

Coding and scripting skills (PowerShell, Python, etc.).

Ability to work on site or remotely;

Knowledge/experience with Linux OS to troubleshoot issues related to application servers and databases.

Maintain and expand knowledge of support technology and platforms including, but not limited to:

Strong communication skills (oral and written)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Support an enterprise level software solution comprised of over 65 available modules – some with a high level of configurability.

Troubleshoot product integration issues related to LDAP, SSL, SSO/SAML, etc.

Provide training to clients and colleagues both face-to-face and remotely.

Project analysis of clients' requirements

We can consider all Canada-based candidates able to work from home.

Support users of our software. Users can be our clients or colleagues in other departments.

Ensure that completed tickets are closed including those assigned to other staff

Provide out-of-hours support on a rota basis.

Superior organizational skills - able to manage multiple tasks and prioritise work in a face-paced environment.

Identify opportunities to improve customer experience and suggest changes in the business processes to improve workflows through automation.

2+ years of experience in technical support or customer service.

Working knowledge and proficiency using CRM software (Salesforce, Hubspot, etc.)

Experience working with CAT tools and JIRA software, a bonus.

Strong problem-solving abilities with a technical mindset and the ability to troubleshoot technical issues.

Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.

Minimum of 1-3 years of experience in technical support or customer-facing technical role

CompTIA certifications (A+, Network+, Security+, etc.)

Degree in Computer Science, Information Technology, or related field; or equivalent experience.

Experience working in a call center type of enviorment.

Excellent communication, interpersonal, and problem-solving skills.

Document knowledge in the form of knowledge base technical notes and articles

Technical diploma and knowledge of broadcast systems

Customer service experience in a technical support environment

Excellent trouble shooting and debugging skills

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Strong knowledge of Microsoft Office applications

Outstanding troubleshooting and problem solving skills combined with a genuine desire to see the customer succeed

Self-motivation, attention to detail and excellent communication skills

Keep customers front and center in all of our work

Be accountable and deliver on commitments

Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment

Provide exceptionally competent phone and email support to our customers, distributors and staff

Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.

Prioritize and manage several open issues at one time.

Contribute to create Knowledge Base of known issues and their fixes.

Additional responsibilities and special projects as assigned.

High School Diploma; Bachelors or college degree in business and/or technical related field or equivalent work experience.

Technical certification or training (preferred)

· Create and maintain service bulletins and other knowledgebase articles

· Excellent customer service skills

technical certification or training (preferred)

Technical Support Specialist: 2 years (preferred)

· Provide technical customer support via phone/email/virtual

Exceptional skills in problem solving & time management

Concisely document software, hardware, and network information in a case management system

Prioritize between tasks including inbound calls, existing case management, live chat, email requests

Troubleshoot client hardware and software products over the phone and through remote sessions

Provide an exceptional customer experience during calls, emails, chat, and customer escalations

Continuously learns new skills, technologies & products

Familiarity with IT service management (ITSM) principles and experience using ticketing systems.

Experience with the Ivanti IT Service Management solution is considered an asset.

Assist with software license management.

Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications is considered an asset.

Provide exceptional technical support and troubleshooting assistance via phone, email, video conference, remote access, or in-person.

Stay up-to-date with the latest technologies and industry trends to enhance technical knowledge and contribute to continuous improvement initiatives.

Work closely under the guidance and direction of our management team to learn Orbis systems and methods;

Self-manage your time and look for ways of improving the functionality of the products while offering suggestions for future development;

Be a resource in the expansion and updating of our knowledge base resources;

Manage communication with institutions to ensure system access and timely updates;

Utilize effective and timely communication skills in interpersonal relationships with customers and Orbis staff;

Professional or co-op experience in software technical support;

Exceptional time management skills, being able to handle a case load and prioritize critical items

Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities

Minimum 3 years’ experience in a technical support environment.

Experience in IT, networking, communications, programming and testing desirable

Extensive experience working in a customer facing role

A strong appreciation for delivering top tier customer experience

Prior experience providing remote technical support and customer service.

Excellent verbal and written communication skills.

Ability to manage time on tickets efficiently.

Excellent problem-solving skills for technical products.

Prior experience maintaining extensive customer records on CRM.

Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.

Performs other assigned comparable duties which are within the scope of knowledge, skills and abilities required by this class specification.

Uses an Incident Management System/ Work Order System.

When assigned to special projects, follows instructions set by the Manager.

Four years’ experience in the technology department of a complex environment supporting a large and varied user base.

Demonstrated evidence of sound interpersonal skills with a positive customer-oriented attitude.

Installs and configures basic desktop applications, desktop images and provides application support.

Excellent written and oral communication skills, problem solving and analytical skills, interpersonal and collaboration skills

General knowledge of IT infrastructure

General knowledge of SQL databases

Monitor and respond to internal and external support inquiries via email, and telephone, and future channels.

Duplicate technical support issues in the lab

Participate in emergency after hours on-call support rotation

1-3 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services

Proficient in Microsoft Office, web-based applications and Customer Relationship Management systems

Comprehensive benefit plan from day 1

Resolve support issues in a prompt and efficient manner while escalating to the support manager, or technical team members when necessary.

Produce clear, efficient, and timely logs of calls and emails into a client-case tracking system to manage requests and issues

Working knowledge of automotive suspension systems, chassis and steering components*

Maintenance Task Examples: Perform maintenance, change management tasks, remote hands & eyes.

Perform timely technical and management escalations for outstanding client issues.

Inventory Management Task Examples: Update inventory records and customer solution diagrams to ensure accuracy.

Knowledge and/or experience with virtualization software (Microsoft Azure, VMware, etc.)

Post secondary education in computer related studies, or relevant work experience (1-3 years)

Experience working directly with B2B level clients in a mission-critical technical support environment.

Qualifications / Skills / Experience:

Medical and dental benefits once qualified

Excellent written and oral communication skills.

Above average computing and navigational skills

Experience with ticketing systems is an asset

Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)

Serve as an internal product expert, demonstrating in-depth knowledge of our hardware, mobile and web apps

Create and maintain comprehensive support documentation including videos, knowledge base articles, getting started guides, and manuals

Experience or familiarity with the agriculture industry is highly desirable.

Excellent communication skills, both verbal and written.

Experience in providing outstanding customer support, ideally in a technical environment.

Provide Tier 1 phone and email support

Previous work experience in Tech Support in the Education, Continuous Learning and/or SaaS industry is an asset

A management team focused on performance, growth, engagement and connection

Help out our customers (educators, students, Top Hatters, and higher education staff) with a wide range of challenges

Communicate with Support and other teams (Engineering, Product, QA, Finance, etc.) to prioritize and resolve customer issues

You have 1-2 years of experience in a customer-facing role and you loved it!

You are highly proficient in English and have strong verbal and written communication skills

Previous work experience in Tech Support in the Education, Continuous Learning and/or SaaS industry is an asset

A management team focused on performance, growth, engagement and connection

Help out our customers (educators, students, Top Hatters, and higher education staff) with a wide range of challenges

Communicate with Support and other teams (Engineering, Product, QA, Finance, etc.) to prioritize and resolve customer issues

You have 1-2 years of experience in a customer-facing role and you loved it!

You are highly proficient in English and have strong verbal and written communication skills