Product (ZEMA) Support Specialist II
ZE
Richmond, BC
12h ago

Responsibilities

  • Provide frontline support (tier 2 technical support)
  • Assess impact and urgency of the incident
  • Fulfill customers' service request
  • Understand and log the problem reported by customers
  • Perform initial investigation
  • Escalate and describe the problem and initial findings to internal Subject Matter Expert team
  • Perform system health checks and testing
  • Assist in application installations and upgrades in production environments
  • Create and update software installations
  • Update or create new knowledgebase documents or user manuals
  • Provide interim solution to stop or minimize impact
  • Assist in the training and development of junior teammates
  • Be a mentor to newly-joined staff
  • Other ad hoc duties as directed by management.
  • Requirements

  • Bachelor’s Degree or equivalent education program with focus in Computer Sciences or related field
  • 2+ years’ experience working in frontline technical support role
  • Outstanding troubleshooting and analytical skills
  • Outstanding verbal and written communication skills
  • Proficient in computer skills including but not limited to : spreadsheet software, database, networking, etc.
  • Can be a self-starter and be able to work under a stressful, fast-paced environment
  • A keen learner to continually improve his / her self
  • Can work independently without supervision
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