(Remote) Level 2 Support Specialist
Join the SilverBlaze team and be part of an exciting rapidly growing, international software development organization specializing in Customer Web Portals for the Utilities industry.
Harris is currently searching for an enthusiastic, quick learner to work in the SilverBlaze organization to provide implementation expertise to new and existing customers using the SilverBlaze ACE portal.
This person will interface with our utility customers, Harris sister companies and our development team, to assist in supporting and implementing our product suite and resolving technical issues.
As a member of our highly respected team, this person will have an active role in providing exceptional customer support that is helpful and timely.
The ideal candidate should be a team player with strong interpersonal skills. Candidates need to be self-motivated, self-learning, and detail-oriented.
This remote role welcomes candidates anywhere in Canada and the US. SilverBlaze head office is located in Richmond Hill, Ontario.
Remote work opportunities are available. The successful candidate will be working in the EST timezone.
What your impact will be :
- Operate as front line and primary support liaison to our clients and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
- Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and / or issues have been satisfactorily resolved
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Maximize and maintain current knowledge and awareness of applications and related technologies
- Sound understanding of API and web services technologies and functions
- Email technology troubleshooting
- Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
- Exceptional attention to detail and the ability to grasp concepts quickly
- Other duties as assigned by management
What we are looking for :
- HTML, CSS, JavaScript knowledge
- Understanding the key concepts of web development and deployment
- Working with VMs
- VPN connectivity
- BA / BSc, related College Technical diploma; or equivalent applicable industry experience
- Exceptional people skills
- Demonstrable customer care and focus
- Willingness to learn and the ability to self-teach
What we can offer :
- Career growth opportunities
- Flexible work conditions
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental and Vision coverage from your first day of employment
- Employee stock ownership and RRSP matching programs
- Lifestyle rewards
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