Customer Support Technical Specialist

1 month ago

Toronto, Ontario, Canada Entrust Limited Full time

About Entrust Limited:

Entrust Limited is dedicated to fostering a more connected, mobile, and secure world through innovative technology solutions. Our expertise empowers government entities, enterprises, and financial institutions across over 150 nations to effectively serve and protect their stakeholders.

Our Commitment: We believe that the most effective identity security arises from valuing all identities. We are devoted to promoting diversity and inclusion, ensuring that the varied voices within our communities are acknowledged. Our initiatives include unconscious bias training for leadership and global affinity groups that cultivate connections across our organization, encouraging every individual to embrace their authentic selves.

We are currently seeking a Technical Support Customer Advocate - Temporary Position

The Technical Support Customer Advocate plays a crucial role in delivering essential technical and product assistance to Entrust Certificate Services clients and partners. This position involves addressing a range of operational, network, server, or related inquiries through phone and email communication. The ideal candidate will thrive in a fast-paced environment, demonstrating initiative and a readiness to take on responsibilities.

  • We provide flexible working arrangements
  • We promote a diverse workplace culture
  • Secure your future with a career in information security

Key Responsibilities:

  • Engage with customers daily to identify, document, and resolve their issues.
  • Deliver prompt, reliable, and professional service.
  • Manage the CRM application queues on a daily basis.
  • Ensure accurate logging of customer interactions within the CRM system, updating necessary information (e.g., contact name, account name).
  • Provide initial responses to ambiguous support requests.
  • Recognize and escalate complex issues to the appropriate team member.
  • Collaborate with various departments to deliver timely and precise solutions to clients.
  • Complete daily administrative tasks assigned to the ECS Support team (e.g., processing retail refunds, checking voicemail, handling manual revocation requests).
  • Support Global Product Support Management and Leadership in maintaining efficient day-to-day operations.
  • Exemplify Entrust's core values and adhere to the ECS Support Mission Statement – Learn, Educate, and Accommodate.

Required Qualifications:

  • College Diploma or relevant experience in a technical field.
  • Basic understanding of Enterprise Security principles.
  • Familiarity with Microsoft and/or Linux operating systems.
  • Strong analytical, troubleshooting, organizational, and problem-solving abilities.
  • Proven track record of delivering exceptional customer service and adapting swiftly to new challenges in a dynamic environment.
  • Ability to collaborate effectively within a team setting.
  • Proficient English communication skills, including speaking, listening, writing, and reading.

Preferred Qualifications:

  • One year of experience in an IT Help Desk or Call Center environment.
  • Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), and networking concepts (TCP/IP, routers, firewalls, load balancers).
  • Familiarity with Entrust products, PKI, authentication, single sign-on, identity management, fraud detection, or access control solutions.
  • Experience with virtualization technologies, such as VMWare ESX server.
  • Familiarity with Salesforce, RemedyForce, or other CRM systems is advantageous.
  • Proficiency in additional languages is a valuable asset.
  • CompTIA Network+ or a related certification is preferred.

Why Consider This Opportunity?

  • Join a leader in the security sector
  • Work with friendly, supportive, and knowledgeable teams
  • Access opportunities for on-the-job training
  • Contribute to securing identities

Entrust Limited is an EOE/AA/Veteran/People with Disabilities employer.

Entrust is an EEO/AA/Disabled/Veterans Employer

Entrust values diversity and inclusion and is committed to building a diverse workforce with varied perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds and strive to provide an accessible experience for candidates of all abilities.

Recruiter:

Xochitl Ticas Lara

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