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 Engineer providing support for Optix clients in a hybrid role. Managing technical issues and enhancing user experience with the Optix platform.
Responsibilities
- Communicating efficiently and effectively with our clients via primarily chat but also occasionally phone
- Owning client inbound questions and issues from initial contact until resolution
- Becoming a product expert to be able to speak about how Optix works and what it is capable of
- Being the one responsible, along with the Customer Success team, to ensure that all clients have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our clients, offer informed opinions on potential solutions
- Debugging complex issues with an understanding of our own codebase and the other potential integrated tools our clients are using
- You’ll help train and improve Felix, our AI-powered chatbot, increasing its ability to resolve client queries independently
- Triaging tickets to our Customer Success team when there is a client at churn risk and/or an expansion opportunity
- Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
- Influencing the direction of the Optix product through daily communication with our clients and consistent collaboration with our product teams
Requirements
- 2-3 years of technical support experience
- Understanding of web development basics — experience with backend technologies (e.g. PHP and Python), and modern frontend frameworks (Vue, React, or AngularJS) is ideal, but we’re also excited to hear about your skills in other languages and technologies
- Experience with MySQL or other relational databases
- Understanding of APIs using REST and/or GraphQL, SDKs & Webhooks
- You have experience and enjoy helping people or businesses use and get the most out of software
- You have excellent communication skills and have the ability to question, clarify, empathize, use appropriate tone and language when working with clients
- You have strong problem solving skills and the ability to think critically, troubleshoot, and utilize resources to answer questions
- You are excited for a support environment that is constantly experimenting with workflows and automation to drive efficiency
- You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
Benefits
- Competitive salary compensation
- Employee Stock Option Plan offering
- Excellent health and dental coverage program provided by Sunlife
- Mission-driven workplace experience with a positive, collaborative and supportive team culture
- Personal and professional growth opportunities
- Healthy snacks and locally roasted coffee – slow pour is our jam
- Team lunches and socials
- Annual health and fitness credit
- Fun offsite activities that allow us to reconnect as a team
- A beautiful, waterfront Gastown office and a flexible hybrid workplace plan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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