Technical Support Agent managing IT systems and providing technological support to users in the caisse. Involved in activities related to equipment, network, and user training.
About the role
- Tier 2 Technical Support Specialist working remotely in Canada. Collaborating across teams to resolve issues for cloud-based ERP software for engineering manufacturers.
Responsibilities
- Own customer issues through support tickets
- Communicate with customers by email, telephone, and web meeting – including remote desktop
- Escalation to product consultants and developers, following up to ensure completion
- Keep ticket data accurate and up-to-date, document troubleshooting steps, and contribute to internal knowledge resources
- Troubleshoot complex application behaviour, data issues, and configuration questions
- Identify and document software defects
- Collaborate with developers to reproduce technical problems
- Provisioning and maintaining customer environments (installation, database backup and restore)
- Perform routine operational tasks related to system maintenance and monitoring
- Incident management: definition and execution
- Help improve support processes and operational efficiency
Requirements
- Experience in technical software support, IT systems support, or similar roles
- Comfort working with enterprise database-driven and web-architected software systems
- Clear written communication skills when working with customers
- Ability to work independently in a fully remote environment
- Setting up and trouble-shooting web apps in Windows Servers and Networks
- Experience with SQL databases
- Hands-on with reporting technologies such as PowerBI, Crystal Reports, Report Builder
- Education ideally an undergraduate degree in a related field, but practical experience and aptitude are valued
Benefits
- Fully remote role within Canada
- Reliable internet and a professional workspace are required
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