Job Description

Key Responsibilities Own the complete end-to-end customer experience for a range of issues. Interact quickly and seamlessly with specialist technical teams Lead the resolution of certain technical issues, providing timely and complete analysis of technical challenges and business issues Manage our customers' expectations and experience in a way that ensures customer happiness throughout the entire process. Take ownership of customer issues through to resolution - including troubleshooting, internal communication, and providing mentorship on recommended standard methodologies Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share standard methodologies with team members to improve the quality and efficiency of customer support Acting as a translator on technical cases where required. Required Skills/Experience Customer Obsessed Proven experience working in Technical Support Proven analysis, troubleshooting, and problem-solving expertise Ability to effectively prioritise and escalate customer issues as the need arises Ability to multi-task and perform effectively under pressure Excellent written and verbal communication skills Comfortable interacting with other departments and management Ability to communicate technical concepts clearly and effectively Proficient in English and French Desired Skills/Experience Some knowledge of Object-Oriented design and core programming concepts Understanding of database concepts and SQL Familiarity with web services and API's eg SOAP, REST. Familiarity or some experience with programming languages a plus VisualForce and Apex knowledge Knowledge of multi-tenant, grid, parallel, or distributed computing architectures Experience with Eclipse IDE and ANT Familiarity with Internet technologies: firewalls, web servers, proxy servers, etc. Additional Language Proficiency a bonus