Technical Support Specialist

3 weeks ago

Nepean, Canada 4Point Solutions Full time

**About Us**

4Point Solutions is a specialized Adobe partner providing Adobe Experience Manager solutions to its enterprise clients. We specialize in enterprise solutions around document management, mobile forms, workflows and workspaces, and online web portals.

**The Role**

**Key Responsibilities**:

- Provides first-line support to customers as follows:

- Maintains customer and case documentation in our CRM.
- Reproduces client environments and problems.
- Troubleshoots and isolates technical issues.
- Finds resolutions and workarounds.
- Escalates potential product bugs and tests recommended fixes.
- Provides remote assistance with resolution of issues related to system integration, performance optimization, security, and product updates.
- Ensures SLAs are met, and service expectations are proactively managed.
- Identifies new business opportunities across existing and new clients.
- Assists with customer discussions and engagements with Sales and Professional Services
- when required.
- Responsible for overall customer satisfaction.

**Location**

4Point Solutions is based in Ottawa, Ontario, but the Technical Support Specialist will work remotely.

**Qualifications**:

- Diploma/Degree in Computer Science or Engineering or equivalent.
- 1-3 years of like experience - new grads also welcome to apply.
- Very strong English verbal and writing communication skills, required to detail problems in both technical and business terms.
- Technical knowledge of Microsoft Windows and Linux operating systems.
- Technical knowledge of TCP/IP networking protocols.
- Technical knowledge of JSP's, Servlets, JavaScript, Java, XSLT and XML schema.
- Technical knowledge of Microsoft HyperV and Azure (building, configuring, copying VM's).
- Individual contributor.
- Expertise in providing customer service technical support.
- Experience in Servlet, JSP, and Java development an asset.
- Knowledge of OSGi, FELIX, JCR, Maven, Apache Sling, Lucene are assets.
- Understanding of basic database administration.
- Ottawa based preferred.

**Knowledge & Skills**:

- Ability to work in a fast-paced environment where adjustments are made to changing priorities.
- Strong troubleshooting and analytical skills to determine the root cause of issues and identify valid solutions.
- A love of learning new technologies and enjoy a positive and supportive learning environment.
- A focused and detail-oriented contributor, knowledgeable of when to seek help from others.
- Able to adjust your communication approach based on the message and audience you are delivering to.
- Accessible, approachable, and involved in your work environment.
- A self-learner and like to be challenged technically.
- Driven by challenges and thrive on testing solutions, resolving technical issues, building technical environments, communicating with customers (both verbally and in writing), while setting and managing customer expectations.

**To Apply**:

- 4Point Solutions is an equal-opportunity employer with policies and practices intended to build an inclusive and accessible work environment. If you require accommodation during the recruitment process, please include this in your cover letter and all efforts to provide the appropriate accommodation will be put into place._

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