Technical Support Specialist

Technical Support Specialist

Location Ottawa, ON
Start Date November 5, 2018
Security Clearance N/A
Duration Permanent
Date Posted October 18, 2018

Maplesoft Group is currently seeking a Technical Support Specialist to join one of our clients located in Ottawa West, for a permanent role

Reporting to the Chief Technical Officer, the successful candidate will be responsible for but not limited to:

•  Providing professional and efficient technical support to our dealers and customers 
•  On a rotating basis, providing after hours technical support 
•  As required, providing onsite dealer and customer technical support and training    
•  Developing and maintaining an in‐depth understanding of all products, services and support tools 
• Determining the root cause of reported issues documenting the troubleshooting process, including  successful and unsuccessful actions taken through to the final resolution 

• Analyze documented resolutions for trends and provide suggestions to prevent future   problems 
•  Engaging the customers on a regular basis providing update/resolutions of their issues 
•  Prioritizing and escalate issues (when required) to the appropriately stakeholders 
•  Performing post‐resolution follow‐up to ensure customer satisfaction 
•  Developing knowledge based articles for the company’s on‐line FAQ knowledge base 
•  Assisting in new software and hardware products testing, field trials and release  
•  Providing feedback and suggestions for new and existing products 
•  Supporting and promote the company’s web based data hosting site 
•  Performing other related duties consistent within the scope and intent of the position 
•  Providing weekly reports 

•  College diploma in computer sciences or equivalent 
•  Minimum of two years’ experience in a technical support role 
•  Excellent problem solving skills with outstanding judgment 
•  Exceptional customer service skills with a focus on listening and understanding  • Exceptional written and verbal communication skills 
•  An advance and detailed understanding of modems, serial, USB and multi‐threaded TCP/IP Ethernet  communications including firewalls 
•  Strong background in mathematics will be an asset
Maplesoft Group prides itself on its distinct corporate culture and recognizes that success is a direct reflection of our most valuable asset - our people.  Therefore, attitude and ambition are key personality traits we seek out, along with skill and aptitude, in potential employees.

We thank you for your interest in Maplesoft Group and wish to advise that only candidates under consideration will be contacted

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