Technical Support Engineer

2 weeks ago

Ontario, Canada Hour Consulting Full time

Our client is a Higher Education Technology (EdTech) company with over 8 years of experience in helping higher education institutions globally better engage their students, improve their campuses' student life experience, and ensure that they ultimately provide success for their students.

They are a team deeply committed to improving student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement.

They work with over 425 higher education institutions globally; they have a diverse and world-class team poised for their next phase of rapid growth.

In terms of the role responsibilities, you will:

  • Manage and drive resolution of tickets with various priorities to meet SLAs

  • Identify the root cause of issues to drive a fix by collaborating with the engineering team

  • Timely follow up on the status of tickets with all stakeholders (internal and external)

  • Create proactive tickets for customers based on information from internal sources

  • Use macros, triggers, tags, and other features in Zendesk regularly while working on customer tickets

  • Engage in regular product training sessions and contribute to the overall team's success

  • Involve in zoom sessions/calls with internal and external stakeholders

  • Create and review documentation requests for FAQ and troubleshooting steps

  • Identify opportunities for a client to increase product adoption

What will make you stand out:

  • Resolving customer's problems is your passion.

  • You enjoy troubleshooting and love technical challenges

  • Passion for exchanging knowledge with other colleagues and suggesting product improvements

  • You are a self-motivated & a team player with strong communication skills

  • Proactiveness and exceeding customer expectations are your key qualities

  • You possess a strong sense of ownership to resolve issues on time

  • Higher Education / Student Affairs experience is a bonus but not required

You have the following qualifications:

  • At least 2 years of related technical work experience (ex: development, support, etc.)

  • Excellence in technical communications with both technical and non-technical stakeholders

  • Ability to identify & prioritize customer issues while effectively handling multiple challenges

  • Strong focus on customer satisfaction scores and excellent time management skills

  • Experience with software support & troubleshooting issues over zoom sessions

  • Experience working with platforms like Zendesk, Jira, Slack, and Notion

  • Working knowledge of software such as Postman, SQL, Sentry, APIs

  • Exceptionally strong professional communication skills – verbal and written

  • Bachelor's degree in computer science, engineering, or relevant at least 4+ years of relevant work experience

  • Being bilingual is an asset

This is a full-time, remote position anywhere in Canada .

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