Customer Support Technical Specialist

1 month ago

Toronto, Ontario, Canada Entrust Limited Full time

About Entrust Limited:

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

Our Core Beliefs:

We understand that the most effective way to secure identities is by valuing all identities. Our commitment to diversity and inclusion ensures that every voice within our community is acknowledged and respected. We promote a culture where individuals can express their true selves, supported by initiatives such as unconscious bias training and global affinity groups.

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 requires effective communication through telephone and email, addressing various operational, network, and server-related inquiries. The ideal candidate will thrive in a fast-paced environment, demonstrating initiative and accountability.

Key Responsibilities:

Engage with customers daily to identify, document, and resolve issues efficiently. Deliver timely, reliable, and professional service to all clients. Manage and prioritize CRM application queues on a daily basis. Ensure accurate logging of customer interactions within the CRM system, including necessary details such as contact and account information. 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. Complete daily administrative tasks assigned to the ECS Support team, such as processing retail refunds and checking voicemail. Support 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 technical background. 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 in a dynamic environment. Ability to work collaboratively within a team setting. Proficient communication skills in English, 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 valuable asset. CompTIA Network+ or a related certification is preferred.

Why Choose Entrust?

A leader in the security industry. Supportive and knowledgeable teams. Opportunities for on-the-job training and development. Contribute to securing identities globally.

Entrust Corporation is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified individuals of all backgrounds and strive to provide an accessible experience for candidates of all abilities.

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