Product (ZEMA) Support Specialist II
ZE PowerGroup Inc
Richmond, BC, Canada
7h ago

The Opportunity

ZE is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provide clients with powerful capabilities for data collection, process automation, and business intelligence through web based analytical tools, services, and dashboards.

ZEMA Support's Mission - We are the face of ZE to the customer : ensuring them satisfaction in their investment. We are proud of our integrity, security, and 24 / 7 availability to help customers succeed, as we do along with them.

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
  • About Us

    ZE PowerGroup Inc. (ZE) is a global leader in the development of data management, analysis, and business automation software.

    ZEMA is our enterprise-level suite of products. ZEMA enables users to capture, transform, manipulate, analyze, report and visualize data quickly and easily.

    We work with world-class companies in energy, commodities, and finance to serve users in trade, risk management and IT. Our head office is in Vancouver, BC, and we have operations in Houston, Raleigh, London, Singapore, and Madrid.

    With a dynamic corporate culture and supportive management team, a career at ZE is what you make of it. Our environment is defined by the people that work in our company.

    We stress a balanced approach to work and healthy living. We have a games area as well as onsite Yoga. Our head office is located conveniently next to the Richmond Middle Arm waterfront trail, Olympic Oval, and Steve Nash Fitness club.

    ZE offers excellent career development opportunities along with a competitive compensation and benefits package. If you are the kind of person who takes initiative, has a positive attitude, and wants to make an impact, then we want to hear from you.

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