The successful candidate will provide technical applications support to customers, which will involve answering complex questions on the function and usage of products. They will investigate, manage, track, and close client support issues.
Actively supports customers as well as internal staff in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of incident.
Prioritize and close client issues or escalate when required in a timely manner.
Identify and provide input on unique or recurring customer issues
Document issues and resolutions
Write product knowledge base articles, service bulletins, white papers, procedures
Maintain a centralized Knowledge Base and related reporting
Coordinate testing as needed for support
Work with the development team for issue resolution, test fixes to ensure that problems have been adequately resolved.
Perform upgrades and post-upgrade support for end-users
Available for remote support after hours in an on-call rotation
Degree/Diploma in computer science or other relevant discipline
1 -2 Year Experience
You likely bring at least one year of work experience in a technical support role
Database knowledge (MS SQL and/or Oracle)
Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is desired
Working knowledge of various scripting tools and languages (MS SQL Client, TOAD) as well as with database design and tools (primarily MS SQL Server, Oracle)
Microsoft Certifications a plus
Proficiency with networking concepts
Previous experience with version control tools (SVN) is an asset
Advanced knowledge of MS Windows operating systems
Proficiency with MS Office Applications
Strong communication skills in English (written and verbal)
Strong organizational skills
Strong problem-solving and analytical skills are essential
3 PM - 2AM Working hours