Technical Analyst assessing sewer and watermain conditions for Peel Region’s public water and wastewater services. Recommending repairs, rehabilitation, and capital condition improvements.
About the role
- Technical Support Engineer providing first-level support for Magnet Forensics’ digital investigative software. Troubleshooting customer issues across chat, email, web, and phone.
Responsibilities
- Provide first-level technical support to customers through chat, email, web, and phone
- Monitor and respond to incoming customer technical support requests
- Gather technical information including log files, environment details, and reproduction steps
- Document customer interactions, troubleshooting steps, and outcomes in the case management system
- Guide customers to relevant self-service resources
- Redirect non-support requests to appropriate internal teams
- Identify gaps and opportunities in self-service content such as KBAs
- Escalate cases beyond defined scope or knowledge level with complete context
- Meet performance targets for case volume, SLA adherence, and customer satisfaction
- Own individual customer cases within defined playbooks and procedures
- Report to the Manager, Technical Support
Requirements
- Post-secondary education in Computer Science, Engineering, or equivalent experience
- 0-2+ years of experience in a technical, customer-facing support role
- Strong written and verbal communication skills with a customer-first mindset
- Ability to follow structured troubleshooting processes and escalate effectively
- Familiarity with CRM and case management tools; Salesforce Service Cloud preferred
- Candidates must complete a satisfactory background check
- US applicants must be authorized to work in the U.S. through E-Verify
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
- Learning and development support
- Inclusive and accessible recruitment process
- Background check conducted in accordance with applicable laws
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
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