Technical Support Specialist

2 weeks ago

North York, Canada Employee by Design Full time

Duties and Responsibilities:

- Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.
- Document all customer interactions and resolutions in the existing case management systems.
- Actively contribute to our technical knowledge base, online community, and other technical documentation.
- Collaboration with internal teams in identifying product defects, designing solutions, and testing.
- Work effectively with cross-functional teams to include Sales, Channel, Support, Engineering, Operations, etc.
- Required to work some statutory holidays and participate in a rotational After-Hours program with paid compensation.

Skills and Qualifications:

- 2+ years in a Technical Support or Help Desk role, preferably in SaaS
- 1+ years working with/exposure to SQL
- 1+ years working in/exposure to Linux or Windows operating systems
- Bilingual English/French capabilities are preferred
- A keen, analytical mind and advanced problem solving-skills coupled with a commitment to extraordinary customer experience
- Excellent communication skills - both in verbal and written correspondence
- Proven aptitude in managing multiple tasks in a fast-paced, dynamic environment while meeting critical SLA’s and deadlines
- Completed post-secondary education in a related field
- Customer service experience working in the Food & Beverage or Hospitality Industry is an asset
- Experience with Point of Sale (POS) software is an asset
- Experience in leading a small team will be an asset

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (preferred)
- Linux: 2 years (preferred)
- SQL: 2 years (preferred)
- SaaS: 1 year (preferred)

Work Location: In person

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