Technical Support Specialist (Level 2)
Markham, Ontario, Canada
8d ago


As a Product Support Specialist, you will be the primary escalation contact for our customers, dealing with complex system installations, analysis and troubleshooting.

In this client-facing role, you will have a significant impact on their ongoing opinion and satisfaction with the company.

By helping the company differentiate itself from the competition with exceptional customer service and support, you play a key role in the growth and sustainability of the business.

Your responsibilities will include and are not limited to :

  • You are responsible for pro-actively monitoring and responding to customer support requests in a professional and timely manner
  • You will become an expert on our software, as well as develop a deep understanding of the customer business
  • Leverage your product expertise, troubleshooting and problem solving skills to solve customer issues
  • You will assist the L1 and L2 Support teams with managing the support case / ticketing queues, pro-actively managing each case with consistent and effective client communication until resolution
  • and closure
  • You will appropriately escalate client issues where necessary and work with internal and external stakeholders to solve issues in a timely manner
  • Your attention to detail and exceptional client service skills will play a key role in your ability to success and ensure our client satisfaction goals are exceeded
  • You will manage customer expectations and experience in a way that results in a high level of customer satisfaction
  • Complete assigned projects and tasks in a timely manner, adhering to deadlines and possibly working outside of normal office hours to achieve this
  • Work effectively with other departments within the organization to assist with implementation tasks and escalated client product support requests
  • Cultivate and lead positive working relationships with customers, external partners and co-
  • workers, representing the company in a positive manner at all times assist with on-premise and cloud UC support
  • Requirements

  • 3-5 years Previous experience in an application support / helpdesk role - L1, preferably L2
  • Basic to intermediate network troubleshooting skills
  • Desktop support experience in a Microsoft environment
  • Strong ability to analyze, troubleshoot and prioritize technical issues
  • Able to manage SLAs and maintain high level of client satisfaction
  • Fast learner with attention to detail
  • Excellent verbal and written communication skills
  • Documentation Skills (procedures, guides, problem resolution)
  • Organizational, prioritization and multi-tasking Skills
  • Able to facilitate flexible working hours (e.g. 10am to 6pm or 8am to 4pm)
  • Teamwork / team environment, positive attitude
  • Ability to deal with customers in escalated and challenging situations
  • Able to explain technical information in non-technical terms
  • Capable of taking ownership and responsibility
  • Technical Skills (Must Have)

  • Bachelors or College Degree in Com Sci / Info Tech
  • Knowledge of multiple Microsoft OS (7 / 10, Server 2008 / 2012 / 2016)
  • Microsoft IIS experience, including working with SSL certificates
  • Zendesk, JIRA
  • VOIP system support, networking (LAN / WAN / FTP / SMTP / DNS), firewalls, thin and fat client configuration
  • Technical Skills (Preferred)

  • MS SQL scripting experience
  • Knowledge of Hotel / Spa Management or POS Systems
  • HTML, CSS experience
  • Microsoft / Comptia Certifications
  • Apply
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