IT Service Delivery Expert

1 week ago

SaintLambertdeLauzon, Quebec, Canada Jyga Technologies Full time

About Jyga Technologies

We are a leading technology company that provides innovative solutions to our customers worldwide. Our team is passionate about delivering exceptional service and support to our clients.

Job Summary

We are seeking a highly skilled Technical Support Analyst to join our global team. The successful candidate will be responsible for providing technical support to our customers, troubleshooting software and hardware issues, and collaborating with our R&D team to improve our products.

Key Responsibilities

  • Technical Support: Provide prompt and courteous technical support to customers via our ticketing system.
  • Incident Management: Effectively capture, prioritize, and document all incidents, and manage, diagnose, and resolve technical incidents.
  • Product Improvement: Collaborate with our QA and R&D teams to improve our products and document technical product bugs.
  • Customer Education: Help customers use our hardware and software components, and capture troubleshooting steps and techniques to contribute to our knowledge management database.
  • Team Collaboration: Actively participate in cross-functional R&D teams to contribute to the technological evolution of our products.

Requirements

  • Education: DEC in IT/IT support (network management, infrastructure, IT support) or equivalent relevant experience.
  • Language: Bilingual, French/English (essential to support our customers in more than 35 countries).
  • Experience: Experience working in a fast-paced technical customer service environment with technical skills in troubleshooting, methods, and documentation techniques.
  • Skills: Action-oriented, resourceful, collaborative, autonomous, and passionate about technology. Knowledge of computer systems, components, Office 365, Teams, TeamViewer.
  • Availability: Ability to work on-site at Jyga Technologies up to approximately 90% of scheduled time.

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