Technical Support Specialist

5 days ago

Canada Scoop Solar Full time

Job Summary:

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our team. The successful candidate will provide expert assistance and troubleshooting for our software products, ensuring a high level of customer satisfaction. This role involves resolving technical issues, guiding users through problem-solving processes, and escalating complex cases to higher levels of support when necessary.


By joining our team, you will have the opportunity to contribute to the renewable energy sector, playing a pivotal role in the global transition to sustainable energy solutions. Our company is at the forefront of developing innovative software that supports the deployment and management of renewable energy projects. Working with us means you will be directly involved in driving the adoption of clean energy technologies, reducing carbon footprints, and making a positive impact on the environment. If you are passionate about technology and committed to making a difference in the world, we encourage you to apply for this exciting opportunity to be part of a dynamic team dedicated to a greener future.


Key Responsibilities:

  • Customer Assistance: Respond to customer inquiries via phone, email, and chat, providing timely and effective solutions to software-related issues.
  • Troubleshooting: Diagnose and resolve technical issues related to software installation, operation, and performance.
  • Documentation: Maintain accurate records of customer interactions, issues, and resolutions using the company's ticketing system.
  • Knowledge Base Management: Develop and update internal and customer-facing documentation, FAQs, and knowledge base articles.
  • Product Expertise: Stay up-to-date with new software releases, features, and enhancements. Provide feedback to development teams on potential improvements and recurring issues.
  • Escalation Management: Identify and escalate complex issues to higher-level technical support or development teams, ensuring effective resolution and follow-up.
  • System Monitoring: Monitor system performance and proactively address potential issues to prevent downtime and improve user experience.
  • Collaboration: Work closely with other support team members, developers, and product managers to ensure seamless support operations.


Qualifications:

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Experience: Minimum of 2 years of experience in technical support or a similar customer-facing role, preferably in a software environment.
  • Technical Skills:
  • Proficiency in troubleshooting software applications.
  • Familiarity with operating systems (Windows, macOS, Linux) and basic network troubleshooting.
  • Familiarity with mobile apps and web applications


  • Soft Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Ability to explain technical concepts to non-technical users.
  • Personal Attributes:
  • Patient and empathetic with a customer-first attitude.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.


Preferred Qualifications:

  • Experience: Previous experience with specific software products relevant to the company's offerings.
  • Technical Skills: Knowledge of scripting or programming languages for automating tasks and enhancing support capabilities.


Working Conditions:

  • The position may involve occasional travel to customer sites or company events.


Benefits:

  • Competitive salary and performance-based bonuses.
  • Comprehensive health, dental, and vision insurance.
  • Collaborative and innovative work environment.

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