Technical Support Engineer (remote)
Our client is a Higher Education Technology (EdTech) company with over 8 years of experience in helping higher education institutions globally better engage their students, improve their campuses' student life experience, and ensure that they ultimately provide success for their students.
They are a team deeply committed to improving student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement.
They work with over 425 higher education institutions globally; they have a diverse and world-class team poised for their next phase of rapid growth.
In terms of the role responsibilities, you will :
Manage and drive resolution of tickets with various priorities to meet SLAs
Identify the root cause of issues to drive a fix by collaborating with the engineering team
Timely follow up on the status of tickets with all stakeholders (internal and external)
Create proactive tickets for customers based on information from internal sources
Use macros, triggers, tags, and other features in Zendesk regularly while working on customer tickets
Engage in regular product training sessions and contribute to the overall team's success
Involve in zoom sessions / calls with internal and external stakeholders
Create and review documentation requests for FAQ and troubleshooting steps
Identify opportunities for a client to increase product adoption
What will make you stand out :
Resolving customer's problems is your passion.
You enjoy troubleshooting and love technical challenges
Passion for exchanging knowledge with other colleagues and suggesting product improvements
You are a self-motivated & a team player with strong communication skills
Proactiveness and exceeding customer expectations are your key qualities
You possess a strong sense of ownership to resolve issues on time
Higher Education / Student Affairs experience is a bonus but not required
You have the following qualifications :
At least 2 years of related technical work experience (ex : development, support, etc.)
Excellence in technical communications with both technical and non-technical stakeholders
Ability to identify & prioritize customer issues while effectively handling multiple challenges
Strong focus on customer satisfaction scores and excellent time management skills
Experience with software support & troubleshooting issues over zoom sessions
Experience working with platforms like Zendesk, Jira, Slack, and Notion
Working knowledge of software such as Postman, SQL, Sentry, APIs
Exceptionally strong professional communication skills verbal and written
Bachelor's degree in computer science, engineering, or relevant at least 4+ years of relevant work experience
Being bilingual is an asset
This is a full-time, remote position anywhere in Canada .
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