Product Support Specialist

5 days ago

Toronto, Ontario, Canada Viv Technologies Inc. Full time
About the Role

Viv Technologies Inc. is seeking a highly skilled and detail-oriented Product Support Specialist to join our team. As a Product Support Specialist, you will be responsible for investigating and recreating issue reports, assisting the Implementation Team with customer support, and diagnosing issues.

Key Responsibilities
  • Investigate and recreate issue reports to identify root causes and provide effective solutions.
  • Assist the Implementation Team with customer support, ensuring timely and efficient resolution of customer inquiries.
  • Diagnose issues and provide well-thought-out and reliable direction to customers and end-users.
  • Work directly with a small, agile, cross-functional team including engineers to resolve complex technical issues.
  • Evaluate and escalate inquiries to senior technical support or software engineers as necessary.
  • Provide feedback to the Product Team on features or enhancements that may improve the product.
Requirements
  • 1 year of relevant work and/or co-op experience in IT/technical support.
  • Bachelor's Degree in Information Technology, Computer Engineering, or related equivalent experience.
  • Experience with Jira Service Management or other service desk management experience is strongly preferred.
  • Excellent interpersonal and communication (verbal and written) skills.
  • Demonstrated analytical, problem-solving, and decision-making skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
What We Offer
  • Competitive salary and benefits package.
  • A dynamic and supportive work environment that values employee growth and development.
  • Opportunities to work with a strong team that values diversity, equity, and inclusion.
  • A chance to make a meaningful contribution to the success of Viv Technologies Inc.

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