IT Support Technician providing hardware, software, and account support at Kinaxis, a global supply - chain orchestration company. Troubleshooting systems and assisting corporate IT projects onsite in Ottawa.
About the role
- Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
Responsibilities
- Provide prompt and courteous assistance to customers via support system, email, phone and Teams chat
- Triage incoming support tickets and enquiries, assessing urgency and severity
- Troubleshoot technical issues, provide solutions or escalate as required
- Document customer interactions and resolutions in the support system
- Follow up with customers to confirm satisfactory resolution and provide additional assistance
- Continuously update product knowledge
- Contribute to knowledge articles
- Identify recurring questions
- Keep internal documentation current
- Serve as a liaison between clients and EcoOnline software products
- Help maintain EcoOnline’s reputation as a trusted industry leader
Requirements
- 2+ years of experience in a software support or technical customer support role
- Strong written and verbal communication and customer service skills
- Experience working in a support environment and using support or ticketing systems
- Ability to troubleshoot, triage and escalate technical issues appropriately
- Ability to quickly learn new applications, technologies and internal procedures
- Customer-focused mindset with strong ownership and follow-through
- Experience with support platforms such as Salesforce, Jira, ServiceNow or Zendesk
- French Speaker is desirable but not required
Benefits
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
- Reasonable accommodations for qualified individuals with disabilities
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Degree requirement
No Education Requirement
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