Customer Support Specialist

1 week ago


Canada Trapeze Group Full time

We are seeking a skilled Customer Support Specialist to join our team at Trapeze Group. This role involves providing exceptional technical application support to our customers via various communication channels, including telephone, email, and screen share sessions.

The ideal candidate will have a strong background in problem-solving and communication skills, with the ability to effectively troubleshoot and resolve complex customer issues. Additionally, they will be responsible for deploying necessary configuration changes/patches to ensure our products continue to meet our customers' needs.

Key Responsibilities:

  • Manage customer issues through effective troubleshooting, listening, and problem-solving techniques.
  • Investigate, research, replicate, test, and resolve customer issues in a timely manner.
  • Keep customers informed of the status of cases, providing next steps and anticipated resolution times.
  • Create development 'bug' reports and work with the development team to ensure items are completed and properly tested.
  • Prioritize, balance, and multitask competing issues based on impact to end users, customer urgency, length of outstanding issues, and political sensitivity.
  • Maintain a high-quality, professional service-oriented company image with customers and internal staff.
  • Contribute to the team and customer's knowledge base.

Requirements:

  • Bachelor's degree in a technical discipline, preferably computer science.
  • 3-5 years of experience in a similar role, with a focus on tier 2 technical support.
  • Complex troubleshooting experience.
  • Excellent communication skills, both verbal and written.
  • Able to work independently and as part of a team.
  • Able to work in a fast-paced environment and adapt to changing priorities.
  • Ownership of issues through resolution.
  • Strong work ethic and willingness to go above and beyond to deliver excellent customer support.

Salary: $65,000 - $85,000 per year, depending on experience.

Trajectoires career benefits, employee discounts, and opportunities for professional growth and development.



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