Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Technical Support Representative at Solink providing support for hardware and software issues. Collaborating with customers and deployment teams to ensure effective installations and troubleshooting.
Responsibilities
- Provide front-line technical support to customers via phone, chat, and ticketing systems, troubleshooting issues with Solink’s hardware, software, and installations.
- Support field technicians and installation partners with technical guidance during hardware setup and deployment.
- Correspond with Solink’s network of installation service providers to help keep deployments on track and resolve issues that arise in the field.
- Diagnose and resolve technical issues related to networking, system integration, and device connectivity, escalating complex cases to the appropriate team when needed.
- Build deep product knowledge and apply critical thinking to navigate ambiguous, non-scripted situations that don’t always have a predefined answer.
- Collaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience from installation through ongoing support.
- Accurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems.
Requirements
- Strong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.
- Excellent verbal and written communication skills, with a customer-first mindset and the critical thinking to navigate ambiguous, non-scripted situations.
- Flexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays to support customers across time zones.
- Background or coursework in computer science, IT/networking, or programming; experience with Zendesk, Jira or similar ticketing systems is an asset.
- Prior customer service/call center experience.
- Bilingual in English and French.
Benefits
- Fully paid health & dental (no waiting period) + $500 health spending account
- Monthly reimbursement for fitness, wellness, or mental health programs
- Meaningful equity: Every full-time, permanent employee has a stake in our growth.
- Advancement based on contribution, initiative, and the ability to raise the bar - together.
- Clear expectations, honest feedback, and no politics.
- Social connection: From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.
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