Tier 2 Technical Support Rep in Waterloo, Ontario
CFM Job ID#: 2190012
JOB DESCRIPTION As a Technical Support Representative, you will find yourself among like minded peers, an advocate for key technical support initiatives, poised to provide superior tier 2 support. If you are an evangelist of the user experience, and are tech savvy with a passion for sharing your aptitude while delivering outstanding support, we want to have you as part of our team. · Collaborate and provide support/updates to Tier 1 representatives and Tier 3 teams (engineers and developers) to resolve or test technical issues with end users (B2B or B2C) · Contribute to the Product Knowledge Base by providing clear, well written documentation · Keep customers and electronic tickets updated on the status of reported problems · Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness · Aptitude to handle additional tasks and schedules that may be assigned from time to time · Commitment to continuous learning in an effort to keep current with industry changes COMPENSATION · Industry-competitive salary, 3 weeks’ vacation and flexible work hours · State of the art facility with free parking, close to walking trails, shopping, restaurants and summer outdoor markets · Comprehensive benefits (health, dental, vision care and employee assistance program), with no waiting period. · Goodlife Fitness membership discount and more. QUALIFICATIONS · Proven successful technical support experience in an ITIL compliant environment or an Incident Management support framework · Excellent interpersonal and analytical skills · Understanding of product issues, resolutions, and use of the call-tracking systems · Proven technical skills on a variety of hardware and software systems. · Knowledge of Exchange and the Blackberry Enterprise Solution is highly desirable · Industry certifications such as MCSE, MCP, A+ are desirable · Previous document management that is clear and consistent · Detail-oriented, thorough and ability to multi-task · Takes initiative and follows direction within new and established processes · Excellent communication skills, both written and verbal · Must be willing to work after-hours support shift as required. Current hours of operation are from Mon-Friday 8am-9pm, Saturday from 10am-6pm and Sunday/Holidays from 10am-4pm. Team members are asked to be flexible when possible to support each other in balancing work schedules and personal commitments. · Post Secondary education in IT or a related field · French language skills an asset TO APPLY · This position has been submitted to CFM Career Finder Marketing · A minimum Level 1 CFM Membership is required to be referred · Level 1 CFM Membership is Free · Follow the two steps below to join CFM & apply for this position 1. Click Here to sign up for Level 1 Free Job Referrals 2. Email your resume to cfm@thinkbdm.com with the Job/Position and Job ID# in the subject of your email.