Provide exceptional customer service and support (by email and phone) to both technical and non-technical users
Respond quickly and thoroughly to sensitive, urgent inquiries from customers
Find creative ways to reproduce and analyze problems to determine the cause and possible solutions or workarounds
Report software defect and feature suggestions, and work closely with Engineering and Product Management to prioritize issues
Work closely with Engineering and Product Management to escalate issues and proactively identify possible defects
Maintain detailed case notes in the CRM and keep the Account Executive informed of potential escalations
Build self-help resources for customers and internal users
Collaborate effectively with your team around the globe
Participate in, or lead, activities with other internal groups to meet the needs of our customers
University degree or diploma in Computer Science, Information Technology, Engineering, or have equivalent relevant experience
2+ years’ experience in a technical support role in a software organization
Excellent verbal and written communication skills
Strong customer service skills and technical acumen
Knack for explaining complex concepts and theories to both technical and non-technical audiences
High degree of resourcefulness, flexibility, and adaptability
Strong problem-solving skills and ability to prioritize work
Intermediate to advanced knowledge in computer networking
Working hour in Pacific Standard Time
Magnet Forensics Inc. is an affirmative action, equal opportunity employer. It is Magnet Forensics policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job.
Magnet Forensics does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.
Magnet Forensics encourages applications from all qualified candidates. Magnet Forensics has a great record of accommodating persons with disabilities.
Contact our AODA contact at aoda magnetforensics.com or 519-342-0195, if you need accommodation at any stage of the application process or want more information on our accommodation policies.