Technical Support Trainer
5 days ago
Apex Systems is a global IT services provider, and our staffing practice has an opening in the Online Retail space for Technical Support Trainer & Documentation Specialist with 3-4 years in a similar role with experience in SQL, monitoring tools, and a strong scripting ability to place at our client.
ASAP
Office Location: Downtown, Toronto
It is best to apply via the medium on which you are seeing this posting. If you encounter technical difficulties submitting your resume, please send a Word version of your resume to John at jpham@apexsystems.Technical Support Engineers are key contributors to Our Client's Platform Support organization. In this role, you will leverage customer-facing expertise and be responsible for troubleshooting and addressing Our Client's Enterprise Retailers' technical questions and platform issues including incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with their Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic accounts. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge and rapidly changing e-commerce SaaS/mobile platform.
Manage incoming external and internal stakeholder requests via the JIRA Service Desk.
Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments.
Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client.
Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting guides, to support both internal teams and external customers.
Conduct training sessions for new hires, ensuring they are well-versed in company protocols, tools, and best practices.
Bachelor's Degree/Technical Diploma in a technical field or 6+ years of equivalent practical experience in a technical support role.
~3-5 years of SaaS troubleshooting experience in a Technical Support capacity.
~ Technical experience and an understanding of:
~ Relational databases (ex. Microsoft SQL Server)
~ Linux environment.
~ Managing multiple testing environments (UAT, prod, etc.)
~ REST APIs, and how the web works.
~ Experience to look through and understanding code using programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, Ruby, or similar.
~ Communicate complex technical topics to customers and coworkers of varying technical skill levels.
~ Experience in building strategic plans that enable handling multiple projects simultaneously.
~ Experience in training and onboarding new team members.
Creating all FAQs and training materials
We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.
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