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Digital Solutions Lead

2 months ago

Old Toronto, Ontario, Canada Thinkmax Full time
About the Role

We are seeking a highly skilled Digital Solutions Lead to join our team at Thinkmax. As a key member of our client care team, you will be responsible for providing technical support and guidance to our clients.

Key Responsibilities
  1. Ticket Management: Receive and triage digital support tickets from multiple clients, ensuring timely and effective resolution.
  2. Solution Analysis and Proposal: Analyze client requests and propose solutions based on industry best practices, including break-fix, additional functionality, training, and maintenance.
  3. Estimate Generation and Validation: Generate and validate solution estimates for client approval.
  4. Client Communication: Communicate solution and estimates to clients, ensuring clear understanding and approval.
  5. Level 2 Support: Provide level 2 support for digital commerce platforms, including Optimizely Customized Commerce, Optimizely Configured Commerce, and Microsoft D365 Commerce integrated with ERP's.
  6. Progress Updates: Ensure regular and frequent communications on the progress of open tickets, both internally and externally.
  7. Escalation Support: Manage escalation support requests with our partners, including Optimizely and Microsoft.
  8. Code Deployments: Manage code deployments through the development lifecycle.
  9. On-Call Rotation: Participate in an on-call rotation for after-hours client support for urgent situations.
  10. Process Development: Participate in the development and evolution of departmental processes, tools, and documentation.
  11. Mentorship: Provide mentoring to junior resources.
  12. Recruitment Support: Assist in the recruitment process.
  13. Digital Solutions Collaboration: Support digital solutions in collaboration with internal resources, departments, and clients as required.
Requirements
  1. Education: Bachelor's degree in software engineering, computer science, or a related discipline.
  2. Experience: Minimum three (3) years of experience working with ASP.NET MVC, and a minimum of five (5) years of experience as a developer.
  3. Technical Skills: Experience with Visual Studio, Git or other source control management, Microsoft SQL Server, and the Azure tech stack (Function Apps, Web Services, API Management, Application Insights).
  4. Assets: Experience with a digital commerce solution, Front-End development framework (React, Angular), and Dynamics D365.
  5. Soft Skills: Demonstrated problem-solving skills, ability to manage several cases simultaneously, and prioritize activities.
What We Offer
  1. Benefits: REER, telemedicine service, and employee assistance program from day one.
  2. Time Off: Minimum of 3 weeks of paid vacation and 6 personal days.
  3. Corporate Activities: Corporate and afterwork activities, and more.