Technical Support Jobs

About The Position

Requirements

• Must reside in Canada (preferably in the West Side)
• Commitment to the working hours of 10am-7pm PST
• Expertise in (at least one of): Linux / Virtualization / Networking / Storage
• 10 Years of experience
• Customer-facing experience in IT, software, hardware, storage, networking, or security.
• Experience managing technical staff in a support environment.
• Demonstrated ability to solve problems and experience fixing issues in enterprise real-time software applications, including networks and database software such as SQL and Oracle.
• Dedicated individuals with strong operational and strategic reasoning.
• A passion drive ability for making decisions based on data.
• Proficient understanding of customer service operations and remote technical support standard methodologies and processes.
• Demonstrable record of successfully managing and leading teams within the software services industry.
• Demonstrable experience in fast-paced and ramp-up enterprise support environments.
• Demonstrated experience using AI tools to improve productivity, organization, and sales effectiveness

Responsibilities

• Thrive to build positive relationships with customers and provide first-rate customer satisfaction by meeting or exceeding case handling and issue resolution goals.
• Take charge of advanced cases from various sources and lead investigations into the underlying causes.
• Demonstrate the ability to create and handle performance metrics to support outstanding customer satisfaction and efficiency of resources.
• Ensure support procedures are implemented and followed by leads and their teams.
• Be a steadfast internal advocate for our customers, representing their needs in discussions about product direction.
• Make a number of judgment calls and decisions pertaining to customer interactions, case handling, partner concerns, and more throughout the course of the day.
• Maintain an open-door policy for team members, developing outstanding relationships with SREs, team leads, and management.
• Collaborate with colleagues to develop and implement plans that achieve technical excellence.

Benefits

• health and wellness benefits
• vacation
• paid holidays
• refresh days
• pension - RRSP
• life and disability insurance coverages