Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
About the role
- Technical Support Specialist at a software-product organization focused on innovative solutions for land rights. Supporting clients’ satisfaction and managing multiple technical issues simultaneously.
Responsibilities
- Ready for an exciting career with a technology firm that is working on cutting-edge products? Then come join the Irth Land Management team and be part of a software-product organization that has a cool work culture, great work atmosphere and amazing growth potential.
- The successful candidate will be a strong team player who is able to handle multiple projects at once. He or she will be skilled at problem solving with technology. Irth Land Management focuses on providing innovative software solutions for managing land rights and infrastructure assets.
- Irth Land Management was founded on a simple notion: Deliver innovative technology solutions while forming lasting relationships with our clients.
- The Technical Support Specialist is an important resource for our company – supporting our clients and ensuring their satisfaction is the number one responsibility. The perfect candidate for this position would be detail oriented, outgoing and have an interest in problem solving.
Requirements
- Monitoring Irth Land Management’ trouble tickets (Freshdesk) incoming queue
- a) Confirm each ticket has standard information needed to replicate the issue
- b) Respond as needed to receive correct information (via written English) in ticketing tool(s)
- c) Reproduce the issue in lower (test) environment and document exact steps to duplicate
- d) Enter Work item ticket (Azure DevOps) for development team
- e) Update Freshdesk Ticket accordingly
- f) Help create and maintain Daily report to review with Product Support Specialist on activity for the day.
- Collaborate closely with our US-based Product Support team to ensure our clients receive exceptional service
- Develop extensive Irth Land Management products and industry knowledge that is required to enable this position to efficiently review and process clients’ reported issues
- Provide demo of functionality to our documentation team relating to required documentation updates
- Preliminary review of all product documentation
- Initial point of contact for Development team on questions about any specific work-item ticket (Azure DevOps)
- Validate product deployments (releases) in higher environments (UAT, Support, Client onsite, etc.)
- Keep all outstanding Freshdesk & Azure DevOps tickets updated with correct status and escalate those that require action from others
- SKILLS/EXPERIENCE
- Should have 4-5 Years of Relevant Experience
- Strong analytical & problem-solving skills to help determine and/or troubleshoot client issues
- Excellent and fast decision-making skills for problem identification and solution recommendation
- Strong written and verbal English communication
- Ability to communicate professionally by phone and email, including explaining technical terms in non-technical ways
- Experience using the Microsoft Office suite (Word, Excel, Outlook, etc.)
- Experience using multiple web browsers (Internet Explorer, Chrome, etc.)
- Experience diagnosing/troubleshooting technical issues
- Basic SQL knowledge helpful, but not required.
- EDUCATIONBachelor’s degree in communications, business, computer science or related degree preferred but not required.
Benefits
- WHAT IS IN IT FOR YOU
- Being an integral part of a dynamic, growing company that is well-respected in its industry
- Competitive pay based on experience.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
BTE Support Technician assembling, testing, and packaging hearing instruments in Kitchener. Contributing to a dynamic work atmosphere with comprehensive benefits and career development opportunities.
Middleware / IIS Administrator maintaining IIS web servers and collaborating on Azure components. Ideal for proactive professionals with strong problem - solving skills in a customer - oriented environment.
Middleware / IIS Administrator role collaborating with Application Support to manage web application environments. Requires expertise in C#, IIS, cloud components, and scripting.
Providing expert - level billing technical assistance as a Technical Billing Support Engineer. Collaborating across teams for customer success in a high - performing support environment.
Technical Support Specialist providing troubleshooting and support for Kenwood Land Mobile products. Engaging with dealers and customers by providing technical assistance and training as needed.
Helpdesk Support Technician providing technical support and troubleshooting for desktop equipment in a healthcare company. Involves software and hardware issue resolution and deployment of desktop systems.
Support Analyst providing technical customer assistance via phone, email, and chat. Identifying issues and ensuring satisfaction while documenting interactions.
Associate Technical Support Engineer involved in trade life cycle and investment operations at EXL. Responsibilities include reconciliation and coordination of break investigations for public and private assets.
MLOps Support Engineer in charge of operational support for AI/ML solutions ensuring system stability in production. Responsible for monitoring and incident management of ML models and pipelines.