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Sr. Quality Assurance Specialist, Technical Support

Toronto, ON, Canada
Job ID: 43839

Description

Sr. Quality Assurance Specialist, Technical Support

(Not a DevOps role)


CloudBlue is a technology solution startup born from the need to digitally transform a multibillion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.

 

By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.

 

At CloudBlue you'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.

 

CloudBlue is seeking a talented Sr. Quality Assurance Specialist with a superb technical acumen and can-do attitude focused on supporting the hyper-growth of our infinite ecosystems of SaaS and IaaS solutions.

 

In this ‘where the rubber hits the road’ role, you will be instrumental in supporting the world’s LARGEST Cloud Marketplace. You will get to work alongside a respected, high-performance and highly collaborative Cloud Support Engineering team and further collaborate with internal and external stakeholders. You will play a large part in reducing gaps in quality, empowering associates, and increasing operational efficiency.

 

Responsibilities: 

  • Champion team quality standards by designing, developing and measuring agent quality using scorecards and best practices
  • Track, analyze a large volume of tickets and conduct quality transactions
  • Coach the team on their quality, empower them to improve and hold them accountable for their performance
  • Build and deliver executive reports and presentations to multiple stakeholders
  • Engage and collaborate with stakeholders to drive operational efficiency and continual service improvements
  • Document, publish and maintain knowledgebase articles to help optimize the workforce
  • Learn new products, platform-related technologies
  • Active participation in providing support in a 24x7x365, KPI-driven Cloud environment

 

Requirements: 

  • 5+ Years’ Experience in a quality assurance role, preferably in Technical Support/Operations department in IT/telecommunications sectors
  • Excellent communication skills, both verbal and written
  • Strong understanding of Six Sigma principles and standards, certification preferred
  • Strong reporting and presentation skills
  • Strong organizational and time management skills
  • Understanding of ITIL processes, certification preferred
  • Technical troubleshooting skills
  • Experience in a fast-paced 24/7 environment
  • Development of process workflows and operational readiness of services and systems
  • Drive operational efficiency and improvements
  • Passion for providing exemplary customer service
  • Collaborative skills with internal and external stakeholders
  • Strong Attention to detail
  • Self-motivated and proactive in performing duties
  • Good understanding of Cloud Computing concepts

 

Nice to have. Exposure to:

  • Some Linux experience
  • Understanding of web and networking protocols
  • Understanding of CI/CD concepts
  • Experience with CloudBlue Commerce platform

 

We value creativity, enthusiasm and proactiveness to achieve results.

 

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely.

 

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

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