Product Support Specialist
(Ref #D2LPS)
General Description:
We are seeking a Product Support Representative with a flexible schedule, and experience working in a fast-paced environment. Product Support Specialists provide technical assistance, support and advice to end users and administrators. Our Support department plays an integral role in the organization by interpreting problems and providing support for our software. Candidates must be technically sound, proactive in nature and have the ability to gracefully deliver in high pressure situations.
To be considered for this role candidates would describe themselves as being goal oriented, results driven, and analytical in nature. A successful candidate will be dedicated, enjoy project-based work, and have the ability to multi-task. We emphasize a positive environment with the use of self-managed work teams. Dealing with clients will be required on a daily basis, so strong interpersonal skills are essential.
Division/Department: Professional Services, Support Team
Type of Position: Full-time
Location: Kitchener, Ontario
Main Duties:
- Troubleshoot software user issues and escalate to the appropriate team
- Diagnose and resolve client system configuration issues
- Assist with the administration of our Customer Care System
- Provide first and second level support for problem determination, new installations, upgrades of hardware and software for all support issues
- Develop, design and propose solutions to meet technological needs for users
- Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
- Develop strategies to increase client satisfaction and ensured an optimal level of servicing
- Create and administer web profiles and filters
- Develop support documents, FAQ's and Knowledge Base Articles
- Manage outstanding development issues
- Perform special projects as required
- 24/7 shift rotation and on-call support
Work Experience and Qualifications:
- 2 years + experience with the above responsibilities
- Service oriented phone manner; excellent communication skills
- Advanced problem solving skills
- In-depth knowledge of Internet technologies
- Solid understanding of both hardware and software
- Basic knowledge of full product development life cycle
- Strong attention to detail
- Technical requirements include familiarity with programming, database design, HTML/XHTML, JAVA, JavaScript and ASP
- Experience supporting a Learning Management System
- Fluent in English
Education Recommendations:
- Bachelor's degree or equivalent in Computer Science
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.
