Customer Support Technical Specialist

1 month ago

Toronto, Ontario, Canada Entrust Limited Full time

About Entrust Limited:

Entrust Limited is dedicated to fostering a secure, connected, and mobile world through innovative technology solutions. Our expertise supports government entities, enterprises, and financial institutions across over 150 nations, ensuring the safety and security of citizens, employees, and consumers alike.

Our Commitment: We believe that securing identities is most effective when we embrace diversity and inclusion. We strive to amplify the voices within our communities and promote an environment where everyone can be 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 customers and partners. This position involves addressing various operational, network, server, and related service inquiries through phone and email communication. The ideal candidate will thrive in a fast-paced environment, demonstrating initiative and a readiness to assume responsibility.

  • Flexible work arrangements
  • A diverse and inclusive workplace
  • Opportunities for career advancement in the information security sector

Key Responsibilities:

  • Engage with customers daily to identify, document, and resolve their issues.
  • Deliver timely, reliable, and professional service.
  • Manage the CRM application queues on a daily basis.
  • Ensure accurate logging of customer interactions within the CRM system, including essential details such as contact and account names.
  • Provide initial responses to ambiguous support requests.
  • Recognize and escalate complex issues to the appropriate team member.
  • Collaborate with various departments to deliver accurate and timely solutions to customers.
  • Complete daily administrative tasks assigned to the ECS Support team.
  • Assist Global Product Support Management and Leadership in maintaining efficient day-to-day operations.
  • Uphold Entrust's core values and adhere to the ECS Support Mission Statement: Learn, Educate, and Accommodate.

Required Qualifications:

  • A college diploma or relevant experience in a technical field.
  • General understanding of Enterprise Security.
  • 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 to new challenges in a dynamic environment.
  • Ability to work collaboratively within a team.
  • Proficient English communication skills, including speaking, listening, writing, and reading.

Preferred Qualifications:

  • At least 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 software, such as VMware ESX server.
  • Familiarity with Salesforce, RemedyForce, or other CRM systems is advantageous.
  • Proficiency in additional languages is a strong asset.
  • CompTIA Network+ or a related certification is preferred.

Why Work with Us?

  • We are a leader in the security industry.
  • Our teams are friendly, supportive, and knowledgeable.
  • We provide opportunities for on-the-job training.
  • You will contribute to securing identities globally.

Entrust Limited is an equal opportunity employer, committed to building a diverse workforce and fostering an inclusive environment for all candidates.

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