Support Specialist
Location: Toronto
The over all mandate of this position is to service and support through a trusted relationship between the customer and us, by ensuring that open lines of communication are present at all times and that customer issues are acted upon completely, accurately, and in a timely manner, on a day to day basis.
Deliverables:
- Identify and resolve customers issues in a timely manner (in accordance with published response times) via telephone support and written correspondence
- Manage customer relationships and clearly documenting all interactions within the company database
- Test product issues within various environments for validation and solution purposes
- Author technical documents for inclusion in our knowledge base
- Collaborate with other departments and teams in troubleshooting issues
- Report software bugs and customer suggestions
- Assist the Team Lead, Product Support to handle difficult product issues
- Travel within North America required.
Qualifications:
- A post secondary education
- A minimum of 3 years of customer support experience in a technical support environment and/or in software development
- Excellent phone and written communication skills required
- Excellent problem-solving and organizational skills required
- Familiarity with one or more operating systems (NT, Windows 2000, Windows 2003)
- An understanding and experience with network basics (TCP/IP, HTTP, HTTPS, NFS, Firewalls)
- An understanding and experience with Oracle, and MS SQL, including SQL programming
- An understanding and experience with Web HTTP servers
- An understanding and experience with .NET, HTML, ASP, XML, VB Script, Java Script
Additional Qualifications
- POS Experience
- Responsive
- Passion for customer satisfaction and success
- Accountable: takes ownership of deliverables
- Committed to continuous improvement and learning
- Adaptable
- Proactive in managing expectations
- Able and willing to work long/ flexible hours to meet deadlines
- Able and willing to work evenings and weekend hours if required
- You will be required to carry an emergency pager on a rotational basis
Submit RESUME and COVER LETTER via email to support.careers@itcsystems.com
Candidates who do not submit a cover letter will not be considered
