Technical Support Consultant

**Job description**

**Who we are**

Hosted~FTP~ has been providing “FTP in the Cloud” secure file transfer services using multiple cloud infrastructure providers (Amazon Web Services, Azure) for the past 15 years. Hosted~FTP~ is a leading MFT company and one of the first SaaS companies to fully transition to the Amazon Cloud.

Hosted~FTP~ offers businesses the benefits of moving to the Cloud, while providing an Ultra-secure, easy to use alternative to traditional “in-house” FTP/FTPS/SFTP servers.

**What are we looking for?**

Can you talk the talk AND walk the walk? As a Sales and Support Consultant for Hosted~FTP~, you’ll engage both new potential clients and support existing clients. Your goal will be to handle both Inbound and Outbound sales while providing outstanding support to existing clients. We believe that a Salespersons job doesn’t end when the contract is signed (no Mic drops) and ongoing support and responsiveness is key to customer satisfaction. Your success will expand Hosted~FTP’s global reach - helping thousands of organizations transfer files safely in the cloud - while simultaneously developing your personal skills to become an expert in the managed file transfer space.

**Primary Responsibilities Will Include**
- Support webinars - Establish and maintain lasting, positive relationships with Business owners, managers and/or IT decision makers through personal contact and outstanding customer support
- Sales webinars - Facilitate customer meetings and sales presentations in front of business owners and key decision makers
- Real time support - Provide Live chat & Phone assistance to answer sales inquiries, triage requirements, provide troubleshooting or account assistance
- Sales campaigns - Reach out to prospective and existing clients to gather new business and upsell features
- Track activities - Update ongoing sales and support activities using Salesforce CRM for new leads or case management
- Critical thinking - Creative problem solving to quickly identify and troubleshoot client issues
- Documentation - Update existing help pages and write new content if appropriate
- Escalations - Identify persistent or advanced issues and escalate as appropriate
- Teamwork - Work with other team members on various projects and campaigns
- Client interactions - Building rapport with customers, guiding them how to best use our service

**What do you bring to the role?**
- At least 3 years in a similar role with comparable goals and responsibilities (Technical support and/or sales background, preferred)
- Bachelor’s degree in an IT related field preferred
- You must be an excellent communicator, someone who listens to client needs to determine the best solution and be able to frame the message in a clear, concise, and compelling way. You must also understand the mechanics of being a part of an efficient, effective support team.
- This is a semi-autonomous position, so you should be self-sufficient and self-motivated. It’s also a evolving role, so you must be able to gracefully receive criticism and feedback about your work.
- Technical aptitude including experience with file transfer methodologies
- Experience in a fast-paced, customer-facing, technical consulting environment such as technical support or related area.
- Strong analytical skills with the ability to troubleshoot issues that are technical in nature and provide resolutions.
- Strong sense of organization, self-motivation, and professionalism
- Strong interpersonal skills; fluent in English, spoken and written
- Identify and analyze our clients’ business requirements, propose potential solutions, negotiate and close new business revenue
- Eligible to work full time in Canada

**What would give YOU an edge?**
- Knowledge of Microsoft Windows, Linux and Mac operating systems
- Proficiency with Office products (Word, Outlook, Excel),
- Experience leading webinars using Teams, WebEx and GoToMeeting
- Working knowledge of Salesforce CRM
- Wordpress site management experience
- Social media marketing experience (LinkedIN, Twitter etc.)
- Compliance knowledge (HIPAA, CJIS, ITAR, SOC2 etc.)
- Familiarity with FTP, FTPS & SFTP Clients
- An understanding of Cloud Services (AWS, Azure)

**What’s in it for you**
- Opportunity to work remotely
- A competitive base salary PLUS commissions
- Joining a knowledgeable, high achieving, experienced and fun team
- The chance to be part of a rapidly growing SaaS company and the next success story

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

**Salary**: From $60,000.05 per year

**Benefits**:

- Casual dress
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift

Supplemental pay types:

- Commission pay

COVID-19 considerations:
Work is remote

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)