Technical Support, Tier 2

1 day ago

Rue JulesBrillant Laval Québec Canada HP B Group Elite Communications Full time $60,000 - $90,000 per year
Technical Support, Tier 2 Do you have a strong technical background, love problem solving, and enjoy building customer relationships? We are looking for talented individuals with positive attitudes to join our Customer Support team as Tier 2 Technical Support Specialists in the Laval, QC office. This position analyzes and evaluates technical problems and/or functionality inquiries within the software based on the application, data source or integration with external applications. This is an In-Office position, Monday to Friday during the day.     What you will do: 
  • Function as the next level technical contact for our customers, vendors, and end-users.
  • Ensure the highest level of communication with the customer by providing regular updates with respect to the progress of each incident and quickly provide solutions in a professional manner.
  • Demonstrate the highest level of customer service.
  • Determine solutions through detailed investigation with the customer.
  • Explore and/or isolate hardware, software, VM Host, and networking issues.
  • Engage in spontaneous brainstorming/whiteboarding sessions.
  • Ensure strict adherence to Group Elite client services process guidelines.
  What we are looking for: 
  • 3+ years of previous Tier 2 or higher technical support experience
  • University degree in Computer Science or Information Technology Telecommunications
  • Strong troubleshooting and critical thinking skills. 
  • Aptitude to quickly learn and use new software tools. 
  • Excellent verbal & written communication and interpersonal skills.
  • Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience.
  • Experience in effectively dealing with customer service issues and handling customer conflict.
  • Familiarity with Contact Center operations and technology software and tools.
  • Working knowledge of Microsoft Server based architecture, including Server 2016, 2019 & 2022.
  • Thorough understanding of Windows OS installation and configuration – including but not limited to Windows Networking and Active Directory Admin.
  • Experience with web-based .NET applications and administration.
  • Working Database knowledge – MSSQL preferred, Oracle (Admin & Transact SQL).
  • Shows initiative, willingness to learn new products/skillsets as well as willing to share work experience/knowledge with colleagues.
  • Bilingual in French, with strong English written and verbal skills. English is required for business reasons to serve external English-speaking clients. 
  • Available to work overtime as well as participate in an on-call schedule when necessary.

  What is nice to have: 
  • Experience working with Verint products or other Call Center solutions.
  • Technical customer service experience in the telecommunications or related industry.
  •  Experience with MS Clustering and Virtual Environments.
  • MCSE certification.
  • Telephony background and VoIP experience.
  • Basic Knowledge of Cloud Technology (AWS, Azure)

Who is Group Elite? Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC), to support our client's technical needs with their software deployments. Our motto is "Our Experience is Your Advantage"; learn more by watching this short video. What benefits are available?
  • Paid Health Insurance Premiums
  • RRSP Program with DPSP Match
  • Competitive Pay
  • Annual Vacation Allowance
  • Flexible Work Schedule
  • Collaborative Culture
  • Fun Office Environment
  • Games Room
  • On-Site Parking

Soutien Technique, niveau 2 Possédez-vous un solide bagage technique, aimez-vous résoudre des problèmes et établir des relations durables avec la clientèle ? Nous recherchons des personnes talentueuses et dotées d'une attitude positive pour intégrer notre équipe de support à la Clientèle en tant que Spécialistes du Support Technique de Tiveau 2, au bureau de Laval, Québec. Ce poste consiste à analyser et évaluer les problèmes techniques et/ou les demandes de renseignements fonctionnels relatifs au logiciel, selon l'application, la source de données ou l'intégration avec des applications externes. Il s'agit d'un poste en présentiel, du lundi au vendredi, pendant la journée.
Ce que vous ferez :
  • Assurer le rôle de point de contact technique de niveau supérieur pour nos clients, fournisseurs et utilisateurs finaux.
  • Garantir le plus haut niveau de communication avec la clientèle en fournissant des mises à jour régulières concernant l'évolution de chaque incident et en apportant rapidement des solutions de manière professionnelle.
  • Faire preuve d'un service à la clientèle exemplaire.
  • Déterminer des solutions par le biais d'une investigation détaillée avec le client.
  • Explorer et/ou isoler les problèmes liés au matériel, aux logiciels, aux hôtes virtuels (VM Host) et aux réseaux.
  • Participer à des séances spontanées de brainstorming et d'utilisation de tableau blanc.
  • Veiller au strict respect des directives relatives aux processus de services à la clientèle de Group Elite.

Profil recherché :
  • Au moins 3 ans d'expérience préalable en support technique de niveau 2 (ou supérieur).
  • Diplôme universitaire ou collégial en informatique, technologies de l'information ou en télécommunications.
  • Solides compétences en dépannage et en pensée critique.
  • Aptitude à apprendre rapidement et à utiliser de nouveaux outils logiciels.
  • Excellentes compétences en communication orale et écrite, ainsi qu'en relations interpersonnelles.
  • Expérience dans la documentation des problèmes clients, avec la capacité d'adapter l'explication de concepts techniques en fonction du public.
  • Expérience avérée dans la gestion efficace des enjeux de service à la clientèle et la résolution de conflits.
  • Bonne connaissance des opérations d'un centre de contacts ainsi que des outils logiciels et technologiques associés.
  • Maîtrise des architectures basées sur Microsoft Server, incluant Server 2016, 2019 et 2022.
  • Compréhension approfondie de l'installation et de la configuration des systèmes d'exploitation Windows — incluant, sans s'y limiter, la mise en réseau sous Windows et l'administration d'Active Directory.
  • Expérience avec des applications web basées sur .NET et leur administration.
  • Bonne connaissance des bases de données — une expérience avec MSSQL est préférée, tout en appréciant une connaissance d'Oracle (administration et Transact-SQL).
  • Fait preuve d'initiative, est disposé à apprendre de nouveaux produits et compétences, et partage volontiers son expérience et ses connaissances avec ses collègues.
  • Bilingue en français, avec de solides compétences en anglais, tant à l'oral qu'à l'écrit (la maîtrise de l'anglais est requise pour des raisons commerciales afin de servir une clientèle anglophone externe).
  • Disponible pour effectuer des heures supplémentaires et, le cas échéant, participer à un service d'astreinte.

Atouts souhaitables :
  • Expérience dans l'utilisation des produits Verint ou d'autres solutions de centre d'appels.
  • Expérience en service à la clientèle technique dans le domaine des télécommunications ou dans un secteur connexe.
  • Expérience avec le clustering Microsoft et les environnements virtuels.
  • Certification MCSE.
  • Connaissances en téléphonie et expérience en VoIP.
  • Connaissances de base en technologies de cloud (AWS, Azure).

Qui est Group Elite ? Group Elite est un Partenaire Stratégique de Verint qui conçoit, implémente, dispense des formations et offre des services de conseil haut de gamme pour les solutions Verint. Nous collaborons étroitement avec l'équipe Verint et ses divers partenaires afin d'assurer le succès des investissements dans leurs solutions. Nous intervenons au moyen D'évaluations des Besoins, de formations de remise à niveau,D'engagements de Conseil à Gain Rapide et d'intégrations personnalisées. De plus, Group Elite possède un Centre d'opérations réseau (NOC) destiné à répondre aux besoins techniques de nos clients lors du déploiement de leurs logiciels. Notre devise, « Notre expérience est votre avantage », reflète notre engagement. Découvrez-en davantage en visionnant cette courte vidéo.
Avantages offerts :
  • Primes d'assurance santé payées.
  • Contribution au REER.
  • Rémunération compétitive.
  • Allocation annuelle de vacances.
  • Horaire de travail flexible.
  • Culture d'entreprise collaborative.
  • Environnement de bureau convivial.
  • Salle de jeux.
  • Stationnement sur site.

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