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Technical Support Customer Advocate

3 weeks ago

Ottawa, Canada Entrust Datacard Full time

Career Growth, Flexibility and Collaboration

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
- We’re looking for a Technical Support Customer Advocate - Ottawa based hybrid
- Position not available for remote work- We offer flexibility-
- We offer a diverse work environment-
- Futureproof your career with a job in information securityHow you will make an impact:
- Interact daily with customers to identify, document and resolve customer issues.-
- Provide timely, reliable and professional service.Ensure that customers interactions are logged within the CRM (Customer Relationship Management) system and they are updated with the correct information (e.g., contact name, account name)-
- Provide first response to cases that are unclear to what is being requested of support.-
- Identify and escalate complex issues to the best available team member.-
- Interact with various functional departments to provide timely and accurate solutions to customers.- Qualifications:

- Basic Qualifications- College Diploma, and/or relevant background in a technical field-
- General knowledge of Enterprise Security.-
- Working knowledge of the Microsoft and/or Linux based operating systems.-
- Strong analytical, troubleshooting, organizational, and problem-solving skills.-
- Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.-
- Ability to work in a collaborative team environment.-
- Strong English language communication skills, speaking, listening, writing, and reading.- Preferred Qualifications:
- 1 Year experience working for an IT Help Desk or Call Center.Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.-
- Experience with virtualization software knowledge, such as, VMWare ESX server.-
- Experience with Salesforce, RemedyForce or other CRM (Customer relationship management) an asset.-
- Proficiency in other languages will be a strong asset.-
- CompTIA Network+ or another related certificateWhy Should You Apply?- Leader in the security industry- Friendly, supportive & knowledgeable teams- Opportunities for on-the-job training- You’ll help secure identities

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Entrust is an EEO/AA/Disabled/Veterans Employer

Recruiter:
Xochitl Ticas Lara