Technical Field Support Analyst providing IT support for Canadian Blood Services operations. Responsible for coordination and management of IT support services and field operations in Brampton, Ontario.
About the role
- Technical Support Specialist at HackerRank assisting users via phone, email, and chat. Engaging with customers and demonstrating expertise in HackerRank products for effective utilization.
Responsibilities
- Engage with customers via phone, email, and chat to ensure effective utilization of HackerRank products by providing clear guidance, resolving issues promptly, and maintaining a high standard of customer satisfaction through effective communication using Pylon.
- Demonstrate expertise in HackerRank’s products across customers, candidates, and community users, serving as a subject matter expert.
- Enable customers by guiding them on the effective use of platform features.
- Step in to provide quick, on-the-spot demos when needed to showcase how features work.
- Serve as the first line of triage and response for the inbound ticket queue.
- Stay updated on new releases and share insights to improve usability and the overall customer experience.
- Perform in-depth troubleshooting while assessing the customer’s technical skill level and communicating accordingly.
Requirements
- A Support Specialist with 2+ years of experience providing technical support for Saas platforms/enterprise customers
- Proficiency in at least one programming language (e.g., JavaScript, Python, Java, etc.), and basic knowledge of SQL and APIs.
- Ability to manage high ticket volumes while maintaining quality, empathy, and ownership of each case.
- Willingness and flexibility to work nights, weekends, and holidays as part of a global coverage model.
- Familiarity with ticketing tools such as Pylon or Linear (a plus).
- Exposure to integrations, ATS platforms, or recruiting technologies
Benefits
- N/A
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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