Technical Support Representative - Toronto, Canada - SysAid Technologies

SysAid Technologies

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

SysAid is a software company that provides IT Service Management (ITSM) and Asset Management solutions through a SaaS (Software as a Service) model.

We serve over 5,000 customers worldwide and help organizations increase efficiency by using automation, analytics, and AI.

We're seeking a sharp, fast learner who will deal with a broad spectrum of tasks. You'd be working with a highly motivated team that constantly evolves and reinvents itself. We love challenges and creative solutions and we expect the same from you.

If you think this is an environment you want to work in, keep on reading.

What will you be doing?
The Tier 1 Technical Support Engineer is the first point of Customer contact within the Customer Care department.

The position puts you on the front lines with our technical support team - you will be responsible for managing support tickets from our customers, which includes analyzing, prioritizing, and troubleshooting technical inquiries

Duties and responsibilities:

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Establish and maintain excellent customer experience by providing support above and beyond their expectations

Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to Tier 2 Support engineers
Provide prompt and accurate feedback to customers
Create documentation in the form of knowledgebase articles
Ensure proper closure of all issues
Use tools and troubleshooting techniques and exercise good judgment in decisionmaking to routinely deliver exceptional customer support and overall experience at all times

Requirements:

Strong written and verbal communication skills in English a must
Strong written and verbal communication skills in Spanish a must
Network. DB and Operating systems troubleshooting knowledge
Ability to work in shifts
Excellent communications skills and the ability to interact effectively with technical personnel
Quick learner with a desire to learn new tools and techniques, Love technology, and curiosity about new products and approaches.
Strong problemsolving skills and a knack for troubleshooting