Web-based Software Technical Support Analyst
Grand River Personnel 4.111 reviews - Waterloo, ON

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Position Description: Web-based Software Technical Support – Intermediate and Senior Level – These positions require the incumbents to 2+ years experience supporting and resolving customer escalation issues for technical and complex web/cloud based software application and solutions. Your experience will have been gained in a Customer Support/Help Desk environment where you excelled at customer service, quickly and efficiently identify issues and resolve or recommend escalation for enhanced solution development. These roles are NOT IT Systems, but are enterprise level web/cloud based software applications.

Duties / Responsibilities: Overview of Duties/Activities:

  • Provide first, second and third level support to enterprise customers and users
  • Troubleshoot software user issues and escalate to the specialists
  • Diagnose and resolve client software / system configuration conflicts
  • Develop, design and propose solutions to meet technological needs for users – including recommending software/configuration improvements to development teams
  • Develop recommendations and service improvements to increase client satisfaction and ensure KPI's are met or exceeded
  • Develop support documents, FAQ's and Knowledge-Based Articles
  • Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate
  • Responsible for ensuring all related documentation and remedial activities are communicated to all team members and customers (as appropriate)
  • Maintain up to date knowledge and skills in related software and configuration tools/applications to ensure appropriate customer (KPI) response times are met.

Essential Skills: Summary of Skills/Tool Set Required:

  • 5+ years' experience in a web based technical customer support role
  • 2+ years' experience providing support in an Escalation capacity
  • In-depth knowledge of Web / Cloud technologies
  • Advanced problem solving skills
  • Solid understanding of hardware and software configuration
  • Knowledge of product SDLC, strong and proven customer service, communication, listening and human relations skills
  • Excellent ability to pay attention to detail, proven and experienced organizational and time management skills. Previously demonstrated strong capabilities in handling challenges with a face paced environment, whilst communicating positivity to the customers
  • Technical familiarity with programming and database design
  • Solid understanding of SQL server, and related tools (profiler, etc…)
  • Understanding what a harmful query is
  • Understanding of Network relationships and interaction as relates to Database Servers, File Servers, Exchange Servers, App Servers, File Servers and Capacity loading and balancing
  • Willing to work in supporting a 24/7 operations and support other teams as required

Educational Requirements:
Degree or Diploma in computer science related technical subject

Key Words:
IIS, API's, REST, HTML/XHTML, JAVA, JavaScript, ASP, Net, LDAP, SQL, Queries, VM, Analytics, Powershell, Report Generators, Scripting, SDLC, Web-based apps

About this company
4.111 reviews
Grand River Personnel