Technical Support Specialist

6 months ago

Ottawa, Canada Sectigo Full time

Job Summary:
This position will work closely with Sectigo’s customer base and sales department, handling the day-to-day customer issues reported, seeing problems through to resolution. This includes assisting customers technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues.

**Responsibilities**:

- Work closely with Sectigo’s customer base and sales department.
- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve reported issues; escalate issues to Team Lead and/or Tech Support Level 2 when needed.
- Ask customers targeted questions to quickly understand the root of the problem.
- Assist various customers through Phone, E-Mail or Chat, until they resolve the reported technical issue.
- Provide prompt and accurate feedback to customers.
- Follow up with unresponsive customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Prioritize and manage several open issues at one time.
- Ensure all reported issues about the system are properly logged and reported.
- Contribute to create Knowledge Base of known issues and their fixes.
- Additional responsibilities and special projects as assigned.

Qualifications:
Education
- High School Diploma; Bachelors or college degree in business and/or technical related field or equivalent work experience.

Experience
- 1-2+ years of customer support / help desk experience.

Skills and Abilities:

- Strong communication and organization skills, with attention to detail and must be able to multi-task.
- Superior customer service and phone mannerism is required to handle the support of Sectigo’s customer base.
- Experience working with large accounts.
- Knowledge of corporate environment
- Knowledge of Sectigo products and services, including policies and procedures
- Excellent interpersonal and organizational skills.
- Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
- Excellent verbal and written communication skills.
- Must be able to work shift work 24x7 Monday through Sunday, including holiday.

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