Technical Support Representative - Toronto, Canada - Rise Vision Inc.
2 weeks ago
Description
Company Description
Rise Vision is the #1 digital signage software solution for schools. Rise Vision helps schools improve communication, increase student involvement, celebrate student achievements, and create a positive school culture. Rise Vision currently serves thousands of schools across North America. Rise Vision makes digital signage simple by providing schools with easy-to-use software, amazing templates, and the best customer service.
Rise Vision is currently searching for a
Technical Support Representative to help support our efforts of bringing digital signage to more schools in North America.
Mission
As a Technical Support Representative you're responsible for assisting customers on their post-sale journey with Rise Vision.
Daily responsibilities of a TSR include (but not limited to): resolving customer questions, troubleshooting issues, collecting feedback, and documenting bugs, defects, and customer insights.
In order to deliver outstanding support & customer experiences, as a Technical Support Representative, you must display patience, empathy, and a hunger for problem solving.
The variation of customer inquiries keep a TSR's day to day exciting, while the outcomes of a TSR's customer interactions will also provide insights for internal improvements in tactics, processes, and product.
Role Responsibilities
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Properly analyze and escalate unresolved issues to appropriate internal teams & stakeholders
- Create, update, and suggest technical documentation as means of resources internally and for our customer help center
- Provide prompt customer followup, ensuring an optimal experience, and a referral opportunity.
- Maintain "Team Ownership" of Ticket Management by collecting requests and tracking ticket lifecycle from creation to resolution with mínimal touches.
- Consistently serve as a "voice of the customer" providing feedback, and weekly insights to be shared with the company.
- Engage with customers on a personal level, maintaining empathy and alignment to our brandscripts; and build relationships and advocacy amongst all Rise Vision customers.
Requirements:
- A bachelor's degree in computer science, information technology, or similar.
- 35 years of experience as a Technical Support Representative in or equivalent.
- Experience supporting customers with a SaaS or HaaS product is preferred
- Indepth knowledge of computer hardware, software, and networks.
- Proficiency in technical support software, Zendesk preferred.
- Experience in documenting technical processes, performance monitoring, and resolution reporting.
- Genuine interest to keep up with technical innovation and trends in technical support & digital signage.
- Exceptional interpersonal and communication skills with a responsiveness mindset.
- Ability to deescalate stressful situations in a quick, calm, and consistent manner.
- A strong technical knowledge in general and common sense are necessary.
_ Experience in Technical Writing is a plus_**
_ _
E04JI801v12b405n8cd
More jobs from Rise Vision Inc.
-
Senior Staff Accountant
Toronto, Canada - 2 weeks ago
-
Revenue Analyst
Toronto, Canada - 2 weeks ago
-
Revenue Data Analyst
Toronto, Canada - 1 week ago
-
Senior Developer
Toronto, Canada - 2 weeks ago
-
Senior Staff Accountant
Toronto, Canada - 1 week ago