Description
Essential Responsibilities Of Your Role:
· Responding to inbound Billing and Technical service requests over the phone and email per day directly with customers.
· Accurately and efficiently log all issues and status updates in our internal tracking system.
· Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
· Evaluate and provide resolution for complex customer Billing inquiries.
· Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues.
· Supporting multiple cloud solutions (I.e. Symantec, Acronis, Dropbox, Microsoft O365).
· Contributing to the development of service desk processes and procedures.
· Interacts closely with various departments and vendors to provide timely resolution on issues.
· Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
· Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
· Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
· Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
· Drive operational efficiency and improvements
* Note: This is not a complete list of tasks.
Knowledge, Skills, and/or Abilities You Need To Have:
· Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills.
· Strong knowledge of Microsoft O365.
· Ability to prioritize user requests effectively and manage user expectations.
· Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
· Passion for driving exceptional customer experience.
· Previous experience troubleshooting and debugging SaaS cloud solutions is an asset.
· Ability to work through ambiguity and thrive in a rapidly changing business environment.
· Understanding of related terminology and concepts
· Strong analytical and problem-solving skills.
· Must be available to work weekends and after hours as needed.
· High school diploma (or equivalent) required. Secondary degree preferred.
· 2+ years of experience working in capacity of Technical Support or similar
· Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
· Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
· Basic understanding or experience working on Linux environments
· General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
· Flexibility working some weekends and later hours to help fulfill a 24x7 business
· Passion for providing exemplary customer service, strong customer focus
· Eager to learn new technologies
· Good verbal and written professional communication, fluent in French & English.
· Self-motivated and proactive in performing duties
· Attention to detail
· Teamplayer Nice to have. Exposure to:
· ITIL certification
· Microsoft Azure certification
· Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
· Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
· Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
· Experience with JIRA and Confluence
* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
