Client Technical Support Specialist Jobs in Quebec

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.

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.

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.