Tier 1 Software Support Specialist
The Siroky Group Inc.
Thornhill, ON, CA
6d ago

You’ve got strong technical expertise, a mind to solve technical problems, and you’re looking for an organization you can grow with, where your work matters.

You also want to serve a variety of clientele in a relaxed, family-style atmosphere where people enjoy working with each other.

This is the job you’ve been looking for.

The Siroky Group

Our business is creating and implementing solutions for our clients so their business runs smoothly and efficiently. Our developers are of the highest order, and our customer support and service is the foundation of our business.

  • At the heart of everything we do is a unique philosophy. We’re not order-takers; we’re problem-solvers. We’
  • re not just obsessed with technology; we’re obsessed with ‘can-we-make-it-easier’ solutions.

    Tier 1 Software Support Specialist

    Your primary goal in this position is to provide front-line service to our clients as it relates to our custom and supported software solutions.

    To succeed in this role, you will have excellent communication skills, both written and oral, and have a passion for providing the highest quality customer service.

    You’re someone who instinctively knows how to ask the right questions when our clients call in with an issue. This skill allows you to get the most pertinent information needed in order to solve the problem yourself, or escalate to Tier 2 in a manner that is both expedient and helpful.

    You should also be highly collaborative, able to build great relationships with fellow co-workers and clients alike. You are highly organized, flexible to switch between varied tasks on a daily basis, and eager to continuously grow and build your skill set.

    Practically speaking, you will :

  • Explain technical concepts and processes professionally and in a patient, simple, straightforward manner via phone, email, and online chat with our clients.
  • Think critically to solve customer tickets, and provide creative solutions in a timely manner.
  • Troubleshoot a variety of systems over the phone and via remote networking.
  • Interact with customers and understand client processes and business rules.
  • Accurately document issues / bugs found during testing or reported by Customers in company tracking software.
  • Efficiently prioritize and escalate support issues where required.
  • Commit to ongoing learning to enable pro-active troubleshooting of software and data related issues.
  • Prepare user documentation as required and time permits.
  • Participate in tasks throughout the software development life cycle; including basic user requirements, system documentation, testing.
  • You will work with a wide variety of clients, and their concerns will be varied and dynamic. The work is never dull, and you’
  • ll be excited to come to work every day.

    Working at The Siroky Group

    This is a full-time, permanent position working out of our Thornhill office, Monday to Friday with the possibility of flexible hours for the right candidate.

    We offer an attractive starting salary of $40,000-$45,000 / year commensurate with experience, as well as benefits, vacation, and RSP matching.

    We are also conveniently located next to gym, childcare and community center, library, and summer camp.

    As a technology company, the option is available for our employees to work remotely when possible. We do like to see our employees at the office to maintain a team environment, however, we see the value in the flexibility of working remotely from time to time.

    Please note that during COVID, all employees are working from home to comply with the province's stay-at-home order.

    We hire great people, and that’s why we’ve been successful for over 25 years. If you’re looking to grow in expertise and leadership, this is the place for you.

    Qualifications

  • 1-2 years of practical customer service and or software support experience.
  • Must demonstrate current PC Client / User proficiency and a general understanding of technology environments.
  • Fluent English communication skills both verbal and written.
  • Excellent troubleshooting and problem analysis skills.
  • Intermediate knowledge of platforms : Windows, Microsoft Office Excel, Word, Outlook and basic knowledge of Power Point and Visio.
  • Post-secondary degree in IT, Business or equivalent experience desirable.
  • How to Apply

    Our online application will give you the option to apply to this role as a complete candidate – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete.

    After submitting, you'll receive an email inviting you to log in and view your assessment results.

  • We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the “
  • Help” button in the application.

    We will review applications as they are received, with priority given to those who have completed the assessment , and look forward to hearing from you.

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