Technical Support Specialist

**C**ompany Overview*
Mi9 Retail software company is fully focused on the retail business vertical. We develop software to address challenging requirements faced by medium to large retail enterprises such as merchandise management, master data, inventory management, sales audit, purchasing and invoicing, retail analytics, and point of sale.

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Role Overview: *
**What you’ll be doing**:

- Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems
- Make initial classification of user request, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues
- Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empowering clients by posting client-facing FAQs and Knowledge base articles
- Escalate complex problems or requests to the appropriate person or team, providing them with diagnostic data and other relevant information and support
- Solve basic and common user problems in real-time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser-related issues
- Reproduce bugs in the local environment in order to assist QA in testing new builds
- Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as needed
- Resolve incidents in a timely manner as per established Service Learning Agreements
- Some travel may be required
- Other duties as assigned

**What you bring to the table**:

- Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
- Flexibility to work some weekend shifts
- Exceptional verbal and written communication skills
- Strong analytical and critical thinking skills
- Proficiency in troubleshooting computer hardware, software, and database platforms
- Proficient with Microsoft Office Products
- Conceptual understanding of.NET development/support/operations
- Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
- Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
- Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered

**What you’ll get in return**:

- The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble
- You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improving their operations
- Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development or Technical Consulting

**Benefits and other perks**
Hybrid office policy with remote working capabilities
Vacation paid time off
Registered Retirement Savings Plan (RRSP) with company match 100%
Company-paid Medical, Dental, and Vision Insurance for you and your dependents
100% Company-paid Life Insurance
Education & Learning stipend for personal growth and development

Must be legally authorized to work without visa sponsorship for employment.
Mi9 Retail is an Equal Opportunity Employer.
No phone calls, please.