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Technical Support Specialist

2 weeks ago

Greater Toronto Area, Canada Thomax Technology Full time

**The Company**

Thomax is a leading developer of cloud warehouse and transport management software for clients within the head office in Australia and internationally in Canada, New Zealand and UK with our technology powering millions of parcel movements annually across a wide range of sectors and businesses.

We are actively seeking an experienced Technical Support Specialist/Service Desk Analyst in Toronto/Canada who can hit the ground running to take the lead in supporting our customers across the globe. This role will be working from home and report into the Service Desk Lead in Australia, and would work very closely with our customers, product development and Implementation teams, geographically dispersed across Interprovincial and international borders. **You are required to be based in Greater Toronto Area for closer proximity with customers you need to visit from time to time.**

**The Role and Responsibilities**
- Support multiple client engagements simultaneously and willingness to take on additional responsibilities.
- Responsible for resolving all support tickets received from customers within the agreed SLA times and creating and updating support documentations
- Collaborate with other support teams present globally
- Interact with customers directly and deliver on time
- Create, update, follow-up, and close out service requests in accordance with published SLAs
- Ability to use judgement to determine when escalating calls and high impact incidents is required and follow up to ensure resolution
- On-call escalation contact for Afterhours support for high impact incident triage.
- Play an active role in the support space and work closely with the Service Desk Lead and other Solutions Architects in the company
- Work closely with other internal teams (Development, Delivery and IT Infrastructure) to ensure end-to-end delivery of customer issues
- Follow Thomax Service Desk processes rigorously and ensure adherence
- Able to express the intricacies of both a problem and solution with ease
- Work actively towards achieving KPIs based on personal utilisation, project delivery and revenue targets
- Willingness to be on call and support critical data issues that arise outside of office hours

**Minimum Requirements**
- Minimum of 2 years of experience as a Service Desk Analyst in SaaS environment
- Minimum of 2 years of experience in the software industry, preferably working for CRM, POS or ERP vendor
- Degree in computer science or related field
- Understanding of JSON, XML, HTML & SQL
- Proficient in MS Excel, (VBA would be a bonus.)
- Experience working with handheld RF scanners (WinCE, Android, IOS) and Barcode Scanners
- Basic understanding of networks and networking (experience with Mikrotik devices would be a bonus)
- Experience with following Data Flows and Structures
- Experience working with Jira and Confluence, and writing basic SQL queries
- Experience working with Thermal, Laser & Belt Printers
- Good understanding of industry best practices and experience on SDLC, software design patterns.
- Willing to take on the occasional early shift or late finish.
- Is a team player who can effectively work autonomously
- Manages stakeholders effectively and provide exceptional customer service
- Is self-motivated and result oriented
- Has effective written and verbal communication skills, including ability to influence and negotiate, and great presentation skills
- Can facilitate and resolve conflict with diplomacy
- Has excellent analytical and problem-solving skills

**Desirable but not essential criteria**
- Warehousing, Freight & Logistics experience
- Previous experience with various SDLC methodologies, such as Agile, Waterfall
- ITIL V3 certified

Occasional Interprovincial and international travel maybe required on a short notice, hence the ability to travel on short notice would be desirable. Working from the customer premise and other global offices within Thomax might be required and at short notice. You will need to maintain a valid drivers licence and insured vehicle.

The role is suitable for someone who is comfortable to work alone from home and be able to perform independently when the rest of team is not available due to time/location differences.

Successful applicant should provide a satisfactory national police check.

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

Schedule:

- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Greater Toronto Area, ON: reliably commute or plan to relocate before starting work (required)

Work Location: One location