Bilingual Customer Support Analyst providing support to Guelph Call Centre clients and employees. Assisting with inquiries, troubleshooting problems, and resolving escalated customer complaints.
About the role
- Implementation Support Developer providing remote development and post-implementation support for Case IQ's software solutions. Collaborating with teams for full stack development and troubleshooting.
Responsibilities
- Full stack development with JavaScript using Node.js and Backbone.js frameworks
- Modify data and update database structures for an SQL type database
- Review and complete assigned tickets while managing feedback loop as needed
- Utilize troubleshooting skills while providing technical support to customers via email and phone
- Ensure customer requests are acknowledged and resolved within SLA’s
- Debug reported issues within the application while testing and verifying changes
- Consistently update and manage GitHub branches and changes
- Utilize a Linux based operating system to manage and deploy application changes via Docker
- Contribute to product evolution and acquire new knowledge to improve support offering
- Supporting customer’s post-implementation challenges to assure a seamless go-live experience
- Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work.
Requirements
- Graduate of a university or college computer science program
- Experience with full-stack JavaScript development with a focus on Node.js and Express
- Development experience in an Agile or Scrum environment
- Strong basis in building web applications using JavaScript, HTML5 and CSS3
- Experience working with end users/ customers directly
- Excellent communication skills, verbal and written, with a superior command in English
- Eager to constantly learn and apply new technologies
Benefits
- Work remotely within a flexible work environment (our team spans the US and Canada)
- Competitive company-paid benefits plan starting day 1!
- Generous professional development budget
- RRSP/ 401k matching program and company stock options
- Half-day Fridays in the summer
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