It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Essential Responsibilities Of Your Role:
- Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers.
- Accurately and efficiently log all issues and status updates in our internal tracking system.
- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
- Evaluate and provide resolution for complex customer Billing inquiries.
- Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues.
- Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365).
- Contributing to the development of service desk processes and procedures.
- Interacts closely with various departments and vendors to provide timely resolution on issues.
- Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
- Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
- Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
- Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
- Drive operational efficiency and improvements
- Note: This is not a complete list of tasks.
Knowledge, Skills, and/or Abilities You Need To Have:
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
- Strong knowledge of Microsoft O365.
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
- Passion for driving exceptional customer experience.
- Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.
- Ability to work through ambiguity and thrive in a rapidly changing business environment.
- Understanding of related terminology and concepts
- Strong analytical and problem-solving skills.
- Must be available to work weekends and after hours as needed.
- High school diploma (or equivalent) required. Secondary degree preferred.
- 2+ years of experience working in capacity of Technical Support or similar
- Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
- Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
- Basic understanding or experience working on Linux environments
- General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
- Flexibility working some weekends and later hours to help fulfill a 24x7 business
- Passion for providing exemplary customer service, strong customer focus
- Eager to learn new technologies
- Good verbal and written professional communication, fluent in French & English.
- Self-motivated and proactive in performing duties
- Teamplayer Nice to have. Exposure to:
- Microsoft Azure certification
- Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
- Experience with JIRA and Confluence
- This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
