Customer Support Engineer–L1 Jobs

• Ownership of the Customer

• Resolution of High-Impact Technical Challenges

Customer Service/Focus (internal or external)

French language (speaking & writing)

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L1/L2 Technical Support - Bilingual English/French – Mandatory Skills

Fournir un soutien technique de niveau 1, tout en se penchant vers le niveau 2;

Expérience dans l'imagerie d'ordinateurs portables et de bureau;

Connaissance des appareils Apple (iPhone et iPad) IOS (sauvegarde et restauration);

Soutenir les utilisateurs à distance (téléphone, chat, email et canaux de communication vidéo) au Canada;

Soutenir à la fois le responsable informatique et l'administrateur système dans la tâche quotidienne.

- 3+ years of experience in developer relations within blockchain/DeFi, specifically the EVM & Cosmos Ecosystems.

- Experience in blockchain app development or smart contracts.

- Experience managing an open-source project, including triaging issues and maintaining high-quality documentation.

- Strong networking and interpersonal skills, with a passion for engaging and supporting developers.

Developer Relations Engineer - L1 Blockchain

- Familiarity with Cosmos SDK and tools in the Cosmos ecosystem.

Technical aptitude; analytical and critical thinking skills

Customer support experience of enterprise software.

Instruct customers in the use of installation, configuration, and user manuals.

Escalate complex or urgent issues as needed.

Provide reasonable workarounds to resolve unexpected results or system limitations.

Use the R.O. Writer ticketing system to record issue, testing, resolution, and administrative tasks.

Experience in account management or service and support. Experience troubleshooting business software products a plus.

Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.

Analyze customer's business and technical requirements and deliver appropriate solutions.

Provide continuing education to clients on how to effectively use Acumatica products in their businesses.

College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)

Knowledge of customer service principles and practices are a plus.

2 years plus experience providing technical support in a fast-paced and constantly changing environment up to the executive management level.

Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC

A+ Certification or equivalent experience

MS Office (Windows and knowledge of Mac) software

Hands-on experience removing viruses and spyware using various tools (Windows)

Good working knowledge of Active Directory

Service management certifications such as ITIL, AGILE, ISM, COBIT, MOF

Experience with OpenSource software and/or Service Management Tools and Applications (Satellite, Puppet, Zabbix, JIRA)

Manage and administer all IT Operations ticket queues (incidents & requests)

Manage and write Powershell scripts to assist in the automation of day-to-day tasks

1 - 3 years of experience as a Systems Administrator within an IT Operations environment

Experience running and supporting a global 24x7 internet based service or product

Provide product and process feedback application engineering, product and program management, marketing, engineering, and quality department based on customer feedback.

Training in use of quality management tool such as 8D an 5W’s.

Draft, review and update of technical documents and knowledge-based articles including FAQ’s, manuals and troubleshooting guides.

Relevant education in Electronics, Electronics Technology, or Electrical Engineering or equivalent.

Relevant experience working in a customer-facing technical role.

Effective decision making and problem-solving skills.

Support change management efforts, including communications, stakeholder analysis, and training activities.

Assist project managers with planning, testing, and transitioning from projects to operations to meet business requirements and project objectives.

Ensure timely project completion by conducting stakeholder reviews, securing approvals, and adhering to safety, quality, budget, and timeline requirements.

Bachelor’s degree in Business, Law, Finance, Economics, Engineering, or related discipline

Advanced English skills for professional environment, written and spoken

A minimum eight (8) years of strategic business analysis experience or equivalent.

Demonstrated experience of Modern Desktop management, Microsoft MD-100 and MD-101 exam certifications recommended

Proven understanding of DNS, networking, (TCP/IP), routing, firewall & router management required*

Understanding of core concepts around Microsoft 365 Enterprise E5 & Azure Windows Virtual Desktop experience or Microsoft Remote Desktop Services recommended

Certification Reimbursement + cash bonus with each passed certification

Proven understanding of cyber security measures, such as multi-factor authentication required*

Demonstrated ability to research unknown or unfamiliar technology and analyze the potential application and present findings and an implementation plan required*

Experience in account management or service and support. Experience troubleshooting business software products a plus

Analyze customer's business and technical requirements and deliver appropriate solutions.

Provide continuing education to clients on how to effectively use Acumatica products in their businesses.

College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)

Knowledge of customer service principles and practices are a plus

Strong verbal and written communication skills