Location: Richmond Hill
x 3-4 people 60-80K
The Technical Consultant role functions as part of the Product Operations team helping to deliver best-in-class customer service and success. This role will interface directly with our customers, providing technical support through superior troubleshooting and root cause analysis. Being an extension of our customer and their technology team, you will make recommendations on best practices and facilitate training sessions to educate and knowledge share as required.
Act as a trusted advisor to our customer in various engagements ranging from technical product support to analysis of business constraints
Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels.
Promote self serve utilization with our customers allowing them to service their needs more rapidly.
Provide product training sessions to our customer by educating them on best practice usage of the platform
Leverage knowledge and insight of our customer’ requirements to assist internal teams in better servicing our customer needs.
Create technical documentation and solutions to improve Mean Time To Resolution(MTTR)
Proactively monitor customer heat levels to mitigate any near or long term risk, reducing probability of churn.
Keep the customer informed of new functionality in upcoming product releases and partner with the account team to ensure successful adoption of the latest enhancements.
Identify process gaps and create service improvement plans to address with measurable goals
Responsible for overall customer satisfaction measured through survey tracking and feedback
Participate in an on-call rotation providing after-hours technical support
Experience working with Web Service applications is mandatory
Understanding of Active Directory and Microsoft Exchange 2010
Experience in Windows operating system and system administration
Experience working with Microsoft .Net
Experience in scripting with PowerShell
Experience working with IIS Web server
Experience with Database administration (Oracle DB, MySQL, Microsoft SQL)
Experience managing and administering PBX phone systems such as Asterisk
Object Oriented programming in Java is considered a nice to have
Experience providing technical support over the phone and email to enterprise customers mandatory
WHO YOU ARE?
You have the ability to work in a fast paced environment adapting to changing priorities
You are focused and detail oriented but know when to seek help from others
You have excellent written and verbal communication skills to articulate problems and solutions to both technical and non-technical audiences
You possess superior troubleshooting and analytical skills to determine the root cause of issues
You strive to identify areas of improvement and work proactively to prevent issues from occurring
You are a self-starter with an appreciation for tackling technical challenges of varying complexity
You are diligent when making decisions and can easily justify your actions.