Success Specialist - Edmonton, Canada - Riva International, Inc.

Riva International, Inc.

Verified Company

Edmonton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Riva is looking for an engaged and passionate Success Specialist to join our diverse, world-class team. We're committed to supporting our clients with organized and methodical troubleshooting supporting the technologies today's businesses need to succeed.

WHO YOU ARE

WHAT YOU WILL BE DOING

To assist clients in EU and APAC regions, we have an opening for an individual on our night shift team.

The role is a rotating night shift position with one month on nights and one month on days.

Both shifts are from Sunday to Thursday.

On nights the typical shift is 11:00 p.m. 7:30 a.m. Mountain Time
On days, the typical shift is from 8:30 a.m. 5:00 p.m. Mountain Time except for Sundays, which have a 1:00 p.m. Mountain time start.

To accommodate another time zone, we can be a little flexible with start times/end times.

More specifically, your duties will include:

Effectively respond to selected customer inquiries quickly and efficiently while providing clear and professional customer communication.
Delivering remote installation, configuration, and support for new & existing Riva Cloud and Riva Onpremises customers and internal teams.
Providing remote troubleshooting and technical support to Riva customers.
Assisting in testing and documentation of installing and configuring Riva for customer projects.
Documenting activities in Zendesk and creating related development tickets in an issuetracking tool such as Jira.
Escalating support calls to senior team members as required.
Maintaining knowledge base and related resources and helping customers selfserve.
Perform other duties as required from time to time.

WHAT YOU BRING TO THE TABLE

5+ years of experience in customer service in a help desk, service desk, training, presales technical support, desktop, or IT network support capacity.
Computing technology diploma, university degree, college diploma, Microsoft MCSA, or other.
Knowledge of web server administration using IIS,.Net Framework, load balancing, disaster recovery, and Windows Server 2012+.
Proficient in scripting languages such as Power shell.
Experience in utilizing tools like Fiddler or F12 Developer tools.
Able to document in a clear, concise manner regarding installation, configuration, and maintenance.
Experience with C# in terms of reading logs, identifying errors, and understanding workflows.
Industryspecific certification, Salesforce, Microsoft, Amazon.
Must be able to communicate fluently in written and spoken English.
Comfortable working in and assisting others through company help desk software, such as Zendesk, and other remote access desktop programs.
Timemanagement skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Working remotely, you are expected to have a quiet room or office where you can work without interruption.

Bonus points for:

Secondary language skills.
Experience installing, configuring, and supporting one or more supported CRMs (Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle, and others).
Experience installing, configuring, and supporting messaging systems (Hosted or On-Premises Exchange, Office 365, Google Apps, IBM Notes).
Interest in pursuing a longterm career in preand postsales technical support and training

MORE ABOUT RIVA
We offer a work culture that fosters diversity, equity, inclusion, and fun.

Where curiosity is rewarded and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value.

WHAT WE BRING TO THE TABLE

The total compensation package includes:

RRSP/IRA matching
Paid vacation starting with 3 weeks
Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and personal time
Paid time off to volunteer with charities of your choice
Extended health care benefits, dental and life insurance
Professional development and training allowance for career advancement.

Must hold a valid work permit and be a permanent resident or citizen of Canada.

Riva is an equal-opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.