Senior Support Engineer supporting municipal software used by 1,300+ local governments. Diagnosing issues, improving documentation and AI support, and building trusted clerk relationships.
About the role
- Technical Support Analyst providing technical support to customers on custom applications via phone, email, and chat. Documenting inquiries and collaborating with the Technical Support Team for complex issues resolution.
Responsibilities
- Provide technical support to customers.
- Support custom applications; training will be provided.
- Document and track customer inquiries and issues in the ticketing system.
- Collaborate with the Technical Support Team to escalate and resolve complex technical problems.
- Ensure high levels of customer satisfaction through excellent communication and problem-solving skills
Requirements
- Must have experience troubleshooting Windows 7, 8, 10, and 11.
- Fluent in English.
- Networking experience/knowledge.
- Available to work a 24/7/365 rotating schedule
- Strong knowledge of hardware, software, networking, and computer systems.
- Prior technical support experience is preferred.
- Hospitality experience is beneficial.
Benefits
- Medical
- Extended Health and LTD plan
- Dental
- Vision
- RRSP (with employer match)
- Health Spending Account
- Flexible paid time off
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