Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real - time assistance and strong customer relations skills.
About the role
- Technical Advisor III providing high-quality security and continuity support to clients remotely or from the Sherbrooke office. Collaborating with peers and vendors to resolve technical issues efficiently.
Responsibilities
- Provide technical support by phone, email, and remote sessions; diagnose and resolve technical issues across the SBC portfolio
- Guide customers through service configuration, deployment, integrations, and incident recovery
- Collect and analyze diagnostic data (logs, traces, system outputs) to identify root causes
- Document troubleshooting steps, escalation details, and customer interactions thoroughly in the ticketing system
- Collaborate with peers, developers, and vendors to resolve issues, escalate cases, and maintain effective lines of communication
- Own our knowledge base library by ensuring articles are accurate and updated and create new content to reflect evolving products and procedures
- Review resolved cases to identify improvement opportunities and reduce recurring escalations
- Maintain technical expertise through certifications, vendor-led training, and roadmap awareness; share updates with the team
- Stay aligned with Product by tracking new add-on availability, product launches, and feature releases in our licensing portal; raise and follow up on feature requests that impact customers
- Contribute to internal projects to improve SBC support processes, tools, and documentation
- Develop training content (e.g., investigation guides, product-specific procedures) and support the Training team in building assessments
- Foster a culture of learning by presenting ‘Today I Learned’ segments during team meetings and sharing relevant product updates
- Train and onboard new team members, providing guidance as they ramp up
- Carry out all other related tasks per the job’s evolution and departmental needs.
Requirements
- High school diploma with relevant IT experience, or a college diploma in Computer Science (asset)
- 3+ years of experience in technical support, ideally in security and continuity solutions
- Proficiency with Windows administration tools (Event Viewer, PowerShell, Registry Editor)
- Strong understanding of Windows environments, DNS, and virtualization concepts (VMs, hypervisors)
- Hands-on experience with EDR/XDR solutions (preferred)
- Familiarity with macOS and Linux file systems
- Excellent bilingualism (French and English), spoken and written
- Strong sense of initiative and proactivity to identify and solve technical, process, and relationship challenges
- Strong sense of continuous learning and contribution to team improvements
- Ability to work autonomously, making informed decisions and escalating when needed
- Quick learner, adaptable to new products and technologies.
Benefits
- A fast-paced work environment that adapts to you
- A friendly and diverse work culture with inclusion and equality at the heart of our actions
- State-of-the art technology and tools
- A results-oriented culture where talent, action, and thinking outside the box are given due recognition
- Annual salary review based on performance
- Generous and caring colleagues of various professional and cultural backgrounds
- A flexible total compensation offer
- Vacation time that considers your previous experience
- Advanced paid hours to recharge your batteries (holidays and mobile days)
- Flexible benefits plan that adapts to your needs
- Flexible savings fund options
- A monthly home internet allowance
- Considerable growth opportunities
- A career path with opportunities to learn and grow
- Proximity to your direct manager and open, honest communication to support your development
- Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career
- A rich calendar of activities that allow us to gather virtually and face-to-face throughout the year
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