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Technical Support Specialist

1 month ago

Vancouver, Canada Scoop Solar Full time

**RESPONSIBILITIES**
- **Troubleshooting**: Diagnose and resolve technical issues related to software installation, operation, and performance.
- **Documentation**: Maintain accurate records of customer interactions, issues, and resolutions using the company's ticketing system.
- **Knowledge Base Management**: Develop and update internal and customer-facing documentation, FAQs, and knowledge base articles.
- **Product Expertise**: Stay up-to-date with new software releases, features, and enhancements. Provide feedback to development teams on potential improvements and recurring issues.
- **Escalation Management**: Identify and escalate complex issues to higher-level technical support or development teams, ensuring effective resolution and follow-up.
- **System Monitoring**: Monitor system performance and proactively address potential issues to prevent downtime and improve user experience.
- **Collaboration**: Work closely with other support team members, developers, and product managers to ensure seamless support operations.

**QUALIFICATIONS & SKILLS**
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 2 years of experience in technical support or a similar customer-facing role, preferably in a software environment.
- Familiarity with operating systems (Windows, macOS, Linux) and basic network troubleshooting.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Patient and empathetic with a customer-first attitude.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.

**Nice to Have**
- Previous experience with specific software products relevant to the company's offerings.
- Knowledge of scripting or programming languages for automating tasks and enhancing support capabilities.

**Working Conditions**:

- The position may involve occasional travel to customer sites or company events.

**Instructions to Apply**

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Vision care
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Technical Support: 3 years (preferred)