Technical Support Agent – Frontline Team Jobs

Experience: 3 years to less than 5 years

Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced

Work conditions and physical capabilities:

Consult user guides, technical manuals and other documents to research and implement solutions

Provide advice and training to users in response to identified difficulties

Collect, organize and maintain a problems and solutions log for use by other technical support analysts

Troubleshooting and resolving technical issues related to our software via email, remote screen sharing, live chat and/or phone calls

Have a strong work ethic without having to be micro managed

Providing front-line Mac / iOS technical support to Marketcircle’s customers

Troubleshooting and resolving technical issues related to our award winning software

Ensure all problems are logged in detail and resolved to the satisfaction of the client

Act as the primary interface between Customer Advocate, Quality Assurance and Engineering Teams

Bachelor’s degree or a combination of education and experience in electrical engineering.

Manage support cases from start to finish by providing advice and assistance (via email or phone)

Provide remote support services to customers for software configuration, software upgrades, database editing, graphics development, and other similar tasks.

Create Knowledge Articles from Support issues observed.

Knowledge of Microsoft SQL Server and IIS.

Experience with SCADA (Utility/Process) and OMS/DMS is considered an asset.

Project management and organizational skills to manage multiple tickets and issues.

Excellent customer service skills and experience is essential.

Knowledge and experience with mobile hardware technology and enterprise or SaaS systems would be an asset.

Familiarity with customer relationship management (CRM) systems and practices (Salesforce Service Cloud preferred).

*Depending on qualifications, the successful candidate may be offered a position at a more appropriate level

Learn the systems end-to-end to support customers with their issues and product requirements.

Excellent communication skills both verbal and written

Able to manage sensitive and confidential information

Previous IT helpdesk experience is desired

Team leadership experience is a bonus

Experience leading and working on projects

Google Workspace, Atlassian products (Jira), Slack, Amazon Connect, Okta, Zendesk, 1Password, VPN technologies, and general SaaS knowledge

AS9100 knowledge and experience an asset, but not required.

Green Belt Certification or equivalent industry lean experience an asset, but not required.

Manufacturing Engineering experience in a high tech assembly environment.

Excellent knowledge of Systems, Electro-Mechanical Manufacturing and Process Engineering.

Technical communication skills both verbal and written.

Good knowledge of lean manufacturing and continuous improvement principles.

Education: 1st year college in IS management or equivalent helpdesk support

Attend daily team huddles and provide input to process engineer or Manager

Draft daily shift report at level grade 10 for Manager and operations team

Experience in a client facing support role

Above average presentation and communication skills

Logging and processing support calls coming into the Hospital Parking Command Centre

2-3 years of experience in a Tech Support role

Experience in Zendesk or similar CRM system

Experience of HTML, JavaScript and CSS

Experience as a Technical Writer

Knowledge of documentation platforms and SaaS applications

Comfortable with sophisticated technical products and cross-functional projects

Two (2) or more years of experience providing computer support to users over the phone and on-site;

Knowledge of common diagnostic and antivirus/anti-spyware software;

Knowledge of physical installation and configuration and installation of computer and mobile device operating systems is required;

Knowledge of technology problem diagnostics is required; Knowledge of ITIL prescribed support processes;

Knowledge of Apple ABM and Samsung Knox is an asset;

Good communication and outreach skills with users;