Technical Support Specialist

  • Solufy Information Technologies Inc.
  • Ottawa, ON, Canada
  • Feb 06, 2018
Full time Customer Service Information Technology Support

Job Description

Are you a problem solver? Do you love interacting with clients and solving their issues? Analyzing client data, digging through code and finding bugs? And whenever you can, fixing them? If so, read on…

Must be US or Canadian resident - no sponsorship available

This is a great opportunity for a highly motivated, self-disciplined, Technical Support Specialist with .Net Developer skills to play an integral role in our Technical Support team.

We are looking for an exceptional individual with strong problem solving and analytical skills that can read and understand .Net code, possess great attention to details, who must be able to work both in a team and independently. The candidate should have the ability and discipline to work from a home office.

About the position

  • Main role is to respond to support tickets, in a thoughtful, efficient and friendly yet professional manner
  • Perform web sessions (GotoMeetings) with our clients to troubleshoot their issues
  • Analyze their data as required (remotely via web sessions)
  • Analyze the .Net code as required
  • Work with the developers in trying to identify the source of more complex problems
  • Become a product expert, knowing the various features and modules of the AKWIRE™ Visual Suite
  • Fix bugs whenever you can
  • Add content to our support portal (FAQs, Forums)
  • Support our internal team with their technical issues (laptops, VMs, etc)
  • Help our Testers and perform test cases on new releases as time permits

Desired Skills and Experience

  • Must possess excellent communication skills in the English language, verbal and written (French and Spanish is an asset)
  • Obsessively customer focused and strive to make them happy
  • Excellent customer service skills and can manage their expectations
  • 1-2 years experience in a related field
  • Have held a customer facing role previously, and loved it
  • Problem solver with excellent diagnostics skills
  • Sound knowledge of SQL – you can write queries to troubleshoot data issues
  • Superior organizational skills
  • Must understand VB.Net/C# code and troubleshoot it (.Net 4.0 or higher, Win Forms)
  • Must be prepared to adopt an uninterrupted work from home environment/setting
  • Ability to work on multiple projects in parallel
  • Sound networking and Windows OS principles

Nice to Haves

  • Knowledge of the AKWIRE™ Visual Suite for Maximo is a definitive asset
  • Knowledge of IBM Maximo is a definitive asset
  • Knowledge of Jira and Freshdesk
  • Knowledge of Infragistics controls
  • Knowledge of Maintenance Planning & Scheduling principles
  • Prior experience supporting main stream software package
  • Proficient in MS Office applications