Support Specialist - Ontario, Canada - Harris Computer Systems

Harris Computer Systems
Harris Computer Systems
Verified Company
Ontario, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Support Specialist

ResourceMate - Remote

Remote work opportunity with ResourceMate Library Management Solutions. Provide front line technical support for our North American and International customers.


What your impact will be:

  • Operate as front line and primary support liaison to our clients and effectively respond to inquiries of both a product and technical nature received by telephone, Live Chat or electronically submitted tickets
  • Assess a variety of situations, reviewing software configuration, setup and software code and identify the correct resolution or escalate according to departmental guidelines
  • Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
  • Regularly review the database of submitted tickets and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
  • Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
  • Ability to interpret requirements, and recommend solutions that best address clients' needs
  • Excellent analytical, research and problem solving skills with a strong ability to multitask and prioritize work effectively
  • Exceptional attention to detail and the ability to grasp concepts quickly
  • Other duties as assigned by management

What we are looking for:

  • Microsoft SQL Server technology, installation, and troubleshooting
  • Understanding the key concepts of Hosted Environments and their installation
  • Working with VMs
  • VPN connectivity
  • Working knowledge of Team Support
  • BA/BSc, related College Technical diploma; or equivalent applicable industry experience
  • Exceptional people and phone skills
  • Demonstrable customer care and focus
  • Willingness to learn and the ability to selfteach
- _ BONUS_ the ability to teach customer training classes in software functionality
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