BTE Support Technician assembling, testing, and packaging hearing instruments in Kitchener. Contributing to a dynamic work atmosphere with comprehensive benefits and career development opportunities.
About the role
- Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
Responsibilities
- Frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.
- Works on assignments that are complex in nature where independent action and high degree of initiative are required in resolving problems and developing solutions.
- Actively diagnose, troubleshoot and resolve customer issues.
- Adhere to SLAs for support coverage to ensure initial response and timely resolution for customer cases via phone, web and community.
- Build deep expertise as SME (Subject-Matter-Expert) for assigned focused technologies or products as point of escalation for frontline or backline teams.
- Log and track cases using Salesforce, maintaining detailed documentation of all interactions and statuses throughout lifecycle of issue.
- Collaborate closely with cross-functional teams to resolve issues and fulfill customer needs.
Requirements
- College degree in technical related field or industry/career equivalent experience.
- Minimum of 2 years in a support delivery role or 4 plus years industry/career equivalent experience.
- Requires IT, networking, database or SaaS/Cloud application support experience.
- On-premises support experience highly desirable.
- Industry certifications in Windows, Linux, RDBMS, AWS are highly desirable.
- May require US Citizenship for access to and handling of client data.
- Passion for helping customers succeed.
- Excellent verbal, written and interpersonal communication skills.
- Expert level diagnosis and problem-solving abilities.
- Time management and critical thinking skills.
- Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence and related platforms.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
- Flexible work arrangements
- Bonuses
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