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Technical Support Officer
3 months ago
Officially InnoSoft Canada, we operate as Fusion, the creators of Fusion recreation management software and the Fusion Family suite of products, aimed at enhancing the overall well-being of individuals and communities through technology.
At Fusion, we believe in the transformative power of technology to drive positive change and it is our mission to create innovative, user-friendly products that bring people together, foster collaboration, and promote a sense of belonging.
Behind the quality of our products and services is a diverse team from many disciplines, who personify our company values of world class support, teamwork, and fun.
Operating under the Jonas Software Group, we are a proud subsidiary of the public company, Constellation Software, Inc.(CSI), an international provider of market-leading software with revenues of over $3.As a member of the Client Success Team at Fusion, you are part of a group of incredibly talented and hardworking Account Managers and Fusion Support Specialists, all with the common goal of providing #LegendaryService to our customers.
As a Fusion Support Specialist - Level 1 at Fusion, your primary goal is to be highly responsive to incoming tickets, addressing application-level issues with exceptional customer service via email and phone.
With a focus on providing initial support, you have excellent problem-solving skills and a strong willingness to learn and comprehend technical subjects.
You will play a crucial part in gathering information for more technical issues to escalate to the appropriate teams.Field all new customer inquiries through phone and email, ensuring our service level agreement is met and tickets are prioritized and routed to the appropriate teams.
Investigate, research and test application-level tickets independently, providing timely and effective solutions and suggestions to customers.Customer Service:
Respond promptly and professionally to customer inquiries via email and phone.
Utilize effective troubleshooting techniques to swiftly identify and resolve issues.
Gather detailed information from customers to accurately diagnose and understand their technical concerns.
Technical Learning:
Demonstrate a strong willingness to learn and stay updated on product features, updates, and technical advancements.
Engage in ongoing training to enhance technical knowledge and support capabilities.
Actively collaborate with other technical support team members to share knowledge and insights.
Technical skills such as MS SQL, HTML/CSS and APIs
Experience in Slack, Zoom, Google Workspace, Zendesk, JIRA and Microsoft 365
As you gain experience, opportunities to expand your technical knowledge will arise. At Fusion, we are committed to fostering an inclusive and diverse workplace where all employees feel valued and supported. We welcome applicants of all backgrounds and strive to create an environment that reflects our diverse community.
