Technical Support Specialist

**AMP Inc.**

Toronto, ON

Department: Customer Success & Service

Position: Full Time - Technical Support Specialist

**THE OPPORTUNITY**

At AMP, our vision is centered around “**Paying** well with others”, which means a deeply collaborative approach to payments, partnerships, and customer success. As a modern Fintech and transaction technology company, our focus is delivering smarter and more delightful ways to exchange value in a rapidly evolving sector, and guiding our customers towards success is a crucial part of this process.

**Some of your responsibilities**:

- Fostering customer success from start to finish: from crafting project plans and timelines to resourcing, execution, and follow-up iteration
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues for Android, Windows, & Linux
- Ask customers targeted questions to quickly understand the root of the problem, and relay this back to our team
- Collaborate with multiple departments to provide a holistic view of customer and partner success that can keep customer relationships on track as a whole
- Track system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. product management, partner support, sales, etc.)
- Provide prompt and accurate feedback to customers
- Refer to internal or external resources to provide accurate tech solutions
- Ensure all issues are properly logged and clearly explained
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain positive relationships with clients
- Work with team of software & QA engineers and project managers to understand end-user needs, requirements, specifications and technical design documents to provide timely and meaningful feedback
- Maintain effective testing processes
- Estimate, prioritize, plan and coordinate development activities together with the team lead, product owner, or project manager

**Qualifications: you’re the kind of person who**
- Is a College graduate (Bachelor in Computer Science or equivalent degree)
- Knows how to talk to customers and gather information from them, as well as clearly explain and walk them through the support process
- Has a strong understanding of software development process, Agile/Scrum methodologies and best coding practices
- Has prior experience developing on Android and Linux platforms
- Has working knowledge of software development using C, C++, Java on Linux and Android platforms
- Has working knowledge of Android SDK, different versions & various screen sizes
- Can diagnose & troubleshoot basic technical issues
- Is familiar with RESTful backend APIs
- Understands and is able to use binary and hexadecimal numbering systems
- Can easily provide step-by-step technical help, both written and verbal with a focus on customer comprehension

**Nice to have**
- Background or knowledge of payment or Fintech
- Familiarity with Linux development environment, i.e. GCC/G++, GDB, etc. is a plus
- Understanding of EMV, contact, contactless and magstripe transactions

**About AMP**

We are a growing company, with offices located around the world, and our headquarters in Toronto, Canada. AMP is proud to provide a diverse and inclusive workplace that celebrates different perspectives, experiences and backgrounds. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, religion, national origin, gender, sexual orientation, age, disability status, veteran status, marital status or any other legally protected status.

**Salary**: $54,000.00-$56,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Work Location: In person