Technical Support Engineer (VTS)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job 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.