About the role

  • Technical Support Engineer handling client support via various channels while improving service. Ensuring customer satisfaction through proactive problem-solving and maintaining strong client relationships.

Responsibilities

  • Resolve client issues via email, phone, and video
  • Proactively find ways to prevent future issues through proactive support and monitoring
  • Take full ownership of customer issues without supervision
  • Receive and perform triage on all incoming customer support tickets
  • Resolve technical issues in a timely manner
  • Develop and maintain excellent relationships with all our existing and future customers
  • Help continuously improve the support service to maintain a high level of customer satisfaction
  • Assist with customers' transfer requests and initial setup
  • Assist with the development and maintenance of IguanaX online training and documentation
  • Night and weekend on-call duty required for a 24/7 support team

Requirements

  • Knowledge in one or more programming languages (Lua, SQL, XML, Python, JavaScript, HTML, Java)
  • Understanding of system networking (HTTP, TCP/IP, SMTP, FTP, SSL)
  • Post-secondary education or equivalent experience in a technical field (e.g., Software Engineering, Computer Engineering, Biomedical Engineering, Computer Science, Information Technology, Health Informatics, or Mathematics)
  • Critical thinking and problem-solving skills
  • Strong interpersonal skills and effective team player
  • Valid passport and drivers’ licenses for business related travel to US, Canada, and EU.

Benefits

  • 3 weeks holiday to start
  • 100% virtual work environment
  • Comprehensive health and wellness benefits package
  • Commitment to nurturing and training our people

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Associate's Degree

Tech skills

JavaJavaScriptLuaPythonSMTPSQLTCP/IP

Location requirements

RemoteCanada

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