Job Description
We are currently seeking a Technical Customer Support Specialist (Remote) to join our team!
Who you are:
You have a strong technical aptitude, a curious mindset, a passion for helping people, and a track record to prove it. You are empathetic, patient, and sensitive to the needs of end-users of all abilities, you build rapport easily with a knack for explaining technical information in a "real-world" terms to different audiences. You're an active listener and creative problem solver with a natural desire to figure out how things work and a gift for spotting anomalies and identifying patterns. You may not know how to code, but you've analyzed logs and scripts to resolve issues before, and you're eager to learn more.
As our Customer Support Specialist, you'll drive the heart of the ship as the link between Swift's clients and our product, engineering, and success teams, with opportunities to work on challenging projects, and develop expertise within and outside of your role. What you will do in a little more detail:
- Troubleshoot customer technical issues through root cause using basic troubleshooting, logging, debugging, and other analytical tools, while adhering to Service Level Agreements (SLAs);
- Identifies and escalates bugs outside the scope of (L1) to the Systems Analysts (L2), while working closely with end-users, fellow support team members, engineers, and developers to ensure tickets are resolved;
- Assist in solutioning and/or developing to automate repetitive internal processes to enhance support delivery;
- Build and maintain a library of technical documentation to help accelerate issue resolution;
- Participate in future on-call rotation to ensure client expectations are met;
- Manage ticket queue efficiently to meet SLA demands
Qualifications
What you bring to the table:
- At least 3 year customer-facing technical experience in a B2B SaaS environment with a proven track record of building relationships with enterprise/premium clientele;
- At least 3 year experience engaging directly with end-users to handle and resolve technical problems;
- Some experience working in high-growth SaaS startup environments with software release cycles (especially scrum and agile methodologies);
- Proven ability to prioritize issues and identify, replicate, and triage bugs quickly and efficiently for both cloud and mobile applications;
- Proven ability to develop workarounds and solutions for unique use cases;
- Basic experience querying databases using SQL;
- Aptitude for doing everything possible as well as documenting steps taken in solutioning an issue prior to escalating to Level 2.
If you don't have everything listed above, don't worry! We are building a diverse, inclusive and authentic workplace where we value growth and curiosity. Even if you have some of these qualities and are excited about this opportunity, then we want to hear from you! You may be just the right candidate for this or other roles.
Other
How we are hiring for this role:
- Interview 1: 30-minute video interview with our Talent Partner
- Interview 2: 60-minute video interview with Mike Delany (the leader for this role)
- Interview 3: 60-minute panel video interview with Mike and some other folks that you'd be working closely with in this role. This interview may include a mini case study, while on the call. And then, Offer!!
**The start date for this position is ASAP
**This is remote position in Prince Edward Island
How to Apply
Submit your application online at: https://workpei.ca/job/swift-medical-charlottetown-4477-technical-customer-support-specialistremote/
Company Information
Company Name: Swift Medical
Address: 1 Richmond Street West, Suite 500
City/Town: Toronto
Postal/Zip Code: M5H 3W4
Province/State: ON
Country: Canada
Website: https://swiftmedical.com/
Company Contact
Contact Person: Ayush Grover
Contact Person Job Title: Senior Talent Acquisition Partner
Telephone: 1-888-755-2565
Email: ayush.grover@swiftmedical.io
