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TECHNICAL SUPPORT REPRESENTATIVE
Job Responsibility
As a member of the N(i)˛ Technical Support team you will be working in a dynamic environment providing first level service and troubleshooting technical support for our direct customers and external partners. It is the Technical Support Representative’s responsibility to ensure this level of quality and responsiveness. This is a technical and customer support role where a combination of excellent customer service abilities and deep technical knowledge will play a key role in the success of the individual.
Key responsibilities:
- Carry out recording, analysis, prioritization, escalation, tracking and feedback of all cases received at the support department, received electronically or via telephone
- Secure necessary information (including software and hardware configurations) to identify nature of problem(s) in order to resolve or escalate to a higher level of authority and/or expertise
- Troubleshoot N(i)˛ application software issues reported by customers
- Monitor incidents, problems and requests and participate in the escalation process
- Make product and upgrades available to customer or partner -Coordinate process (including license agreement, license management)
- Report internally and to customers or partners
- Maintain a positive, highly professional and proactive attitude towards customer inquiries to ensure quality standards and customer satisfaction is maintained
- Maintaining customer contact and call ticket information within an existing database
- Escalate Trouble Tickets to 2nd level as required by departmental guidelines
- Follow up and escalate unresolved incidents
- Determine seriousness and/or potential impact of problems, relying on defined procedures, accessible tools and individual judgment in resolution or referral to higher levels of authority and/or expertise
- Test N(i)˛ software
- Maintain the N(i)˛ test infrastructure
Academic Background and Work Experience:
- University or college degree in an IT related field (Computer Science, Communications, and Business) or equivalent work experience
- Minimum of 5 years experience working in application support environment
Required technical skills:
- Java / JSP / J2EE
- Application server (JBoss, BEA Weblogic)
- Knowledge of Oracle, DB2, PosGres would be an asset
- Good knowledge of Service Desk tools and their implementation
- Capable of presenting products, solutions, and N(i)˛ value proposition at all levels to customers
- Solid understanding of multi-tier and open architecture platforms
- Expert analytical skills at multiple product/multiple environment levels
- Excellent understanding of entire development process, including specification, documentation, and quality assurance
- Knowledge of ITIL Practices
Personal Characteristics:
- Bilingual (English and French); Spanish an asset.
- Strong organizational skills
- Strong communication skills, both written and verbal
- Diplomacy
- Proactive
- Performs well under pressure to meet the demands of our customers
- Service oriented and solution driven
- Team oriented, with the ability to work independently
- Ability to multi-task
- Analytical and problem solving skills
- Flexible shift schedule to cover required periods of coverage
Terms of Employment:
Full-time, permanent position, based in Montreal. Available immediately.
Please send your resume to careers@ni2.com
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