Technical Support Specialist

2 weeks ago


Greater Toronto Area, Canada Apex Systems Full time

At Apex Systems, we're seeking a skilled Technical Support Specialist to join our team. In this role, you'll be responsible for troubleshooting and addressing technical questions and platform issues for our Enterprise Retailers.

You will leverage customer-facing expertise to research and implement solutions to prevent or mitigate customer issues through proactive support and monitoring. This includes partnering with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to our largest and most strategic accounts.

This is an ideal career opportunity for a highly motivated, customer-centric individual who is interested in learning and supporting a cutting-edge e-commerce SaaS/mobile platform.

About the Job
  • Manage multiple priorities and own your work from end to end.
  • Manage incoming external and internal stakeholder requests via the JIRA Service Desk.
  • Solve complex challenges - use your research and superior communication to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's.
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments.
  • Contribute to the creation and enhancement of an application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client.
  • Collaborate with our Product and Development Teams to build new features and fix bugs.
  • Develop and maintain comprehensive documentation, including user guides, FAQs, and troubleshooting guides, to support both internal teams and external customers.


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