Job description
Key Responsibilities
- Own the complete end-to-end customer experience for a range of issues.
- Interact quickly and seamlessly with specialist technical teams
- Lead the resolution of certain technical issues, providing timely and complete analysis of technical challenges and business issues
- Manage our customers' expectations and experience in a way that ensures customer happiness throughout the entire process.
- Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing mentorship on recommended standard methodologies
- Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
- Share standard methodologies with team members to improve the quality and efficiency of customer support
- Acting as a translator on technical cases where required.
Required Skills/Experience
- Customer Obsessed
- Proven experience working in Technical Support
- Proven analysis, troubleshooting, and problem-solving expertise
- Ability to effectively prioritise and escalate customer issues as the need arises
- Ability to multi-task and perform effectively under pressure
- Excellent written and verbal communication skills
- Comfortable interacting with other departments and management
- Ability to communicate technical concepts clearly and effectively
- Proficient in English and French
Desired Skills/Experience
- Some knowledge of Object-Oriented design and core programming concepts
- Understanding of database concepts and SQL
- Familiarity with web services and API’s eg SOAP, REST.
- Familiarity or some experience with programming languages a plus
- VisualForce and Apex knowledge
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
- Experience with Eclipse IDE and ANT
- Familiarity with Internet technologies: firewalls, web servers, proxy servers, etc.
- Additional Language Proficiency a bonus
