Intermediate Technical Support Agent

1 month ago

PointeClaire, Canada SynAxiom Full time

**Responsibilities**:

- Provide advanced technical support for the NIVOMAX platform, assisting customers in resolving complex software issues.
- Troubleshoot and diagnose problems related to software configuration, performance, and integration with other systems.
- Collaborate with development, QA, and product teams to escalate and resolve critical issues, ensuring timely solutions.
- Estimate effort required to resolve technical issues and manage support requests efficiently to meet SLAs.
- Document solutions, create knowledge base articles, and share best practices to improve the support process.
- Mentor and guide intermediate and junior support agents, providing training and assistance in handling complex cases.
- Communicate effectively with customers, offering clear guidance and managing expectations throughout the support process.
- Participate in regular team meetings to discuss ongoing issues, share insights, and contribute to process improvements.

**Qualifications**:

- **Experience**: 2-4 years in a technical support role, preferably with experience supporting enterprise software.
- **Technical Skills**:

- Strong foundational knowledge of software concepts, troubleshooting, and support methodologies.
- Familiarity with enterprise software environments and understanding of basic networking, databases, and APIs.
- Experience using support ticketing systems and customer communication tools.
- **Soft Skills**:

- Excellent problem-solving skills with attention to detail and a proactive approach to resolving issues.
- Demonstrated ability to estimate effort and manage time effectively in a busy support environment.
- Good communication skills, with the ability to explain technical concepts clearly and effectively to non-technical users.
- A customer-focused mindset with a commitment to providing outstanding support.

**Soft Skills We Value**:

- **Excellent Communication**: Clear verbal and written communication skills to effectively collaborate across global teams.
- **Problem-Solving**: Ability to analyze complex issues and develop innovative solutions.
- **Adaptability**: Open to learning and embracing new technologies, methodologies, and ways of working.
- **Teamwork**: A collaborative spirit that contributes to a positive and productive team environment.
- **Time Management**: Efficient in managing workload and meeting project deadlines.
- **Attention to Detail**: Focused on quality, ensuring high standards are met in every aspect of the work.
- **Initiative**: Proactive in identifying areas for improvement and suggesting solutions.
- **Cultural Sensitivity**: Ability to work effectively in a diverse, global team.

**Why Join the NIVOMAX Team?**:

- **Collaborative Environment**: Work with a team that values creativity, mutual support, and a shared vision of pushing technological boundaries.
- **Professional Growth**: Access opportunities for mentorship, continuous learning, and career progression within a forward-thinking company.
- **Competitive Compensation**:Enjoy attractive contract terms with performance-based incentives, including eligibility for bonuses for high-achieving contributors, all while benefiting from the flexibility to work from anywhere.
- **Impactful Work**: Contribute to a platform used by industry leaders, making a tangible difference in the aviation and technical documentation fields.

We are looking for team members who are not only technically proficient but also excel in estimating effort, meeting deadlines, and communicating effectively within a collaborative environment. Your ability to assess tasks realistically, manage your time efficiently, and engage in open communication is essential to our team’s success.

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