Technical Support Specialist

2 months ago

SaintLambertdeLauzon, Quebec, Canada Jyga Technologies Full time

Why Jyga Technologies?

  • Competitive group insurance after a 3-month probation period;
  • A comprehensive retirement plan with employer contribution;
  • Flexible working hours with weekends off;
  • Four days off during the holiday season;
  • Flexibility in taking vacation time;
  • Opportunities for career advancement and professional development;
  • New, modern office spaces;
  • Free coffee and parking;
  • Engaging corporate events;
  • Other benefits that you can discover by applying for our offer.

Your Day-to-Day with Us

The Technical Support Analyst Level II will be part of a global team focused on troubleshooting technical software and hardware issues for all Jyga products. Key responsibilities include:

  • Providing prompt, efficient, and courteous technical support to customers regarding all company products;
  • Capturing, prioritizing, and documenting all incidents via our ticketing system;
  • Managing, diagnosing, and resolving technical incidents that may arise during installation, startup, maintenance, and repair of products;
  • Documenting technical product bugs while working collaboratively with QA and R&D to improve products;
  • Assisting customers in using the hardware and software components of the products;
  • Capturing troubleshooting steps and techniques to contribute to the Jyga knowledge management database;
  • Participating in cross-functional R&D teams to contribute to the technological evolution of products.

Your Qualifications

  • DEC in IT/IT support (network management, infrastructure, IT support) or equivalent relevant experience;
  • Bilingual, French/English (essential for supporting customers in over 35 countries);
  • Experience working in a fast-paced technical customer service environment with technical skills in troubleshooting, methods, and documentation techniques;
  • Action-oriented, resourceful, collaborative, autonomous, and passionate about technology;
  • Knowledge of computer systems, components, Office 365, Teams, TeamViewer;
  • Ability to work on-site at Jyga Technologies up to approximately 90% of scheduled time.

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