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GECAN - Technical Support Specialist III
Ref No.: 18-09705
Location: Lachine, Quebec
Support Engineer / Staff End User Support Engineer
Lachine, QC
3+ Month Contract 


This role is highly technical. Must have experience with Cloud software, APIs, trouble shooting and problem solving. MUST KNOW JAVA - able to write small programs.

Job Overview:
You will be responsible for providing "best-in-class” customer support for Current's Digital solutions. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and mentoring to support engineers on the team to help develop their domain expertise and execution.

Essential Responsibilities:
In this role, you will:
• Research, troubleshoot and lead resolution of issues involving all aspects of customer-facing solutions, including (but not limited to) user interface, product functionality, application performance, data collection/storage, analytics, and customer data
• Review end-to-end customer support processes to proactively identify gaps and prioritize/execute IT process improvements that increase customer satisfaction and contribute to overall customer success
• Interface directly with customers to triage application-related issues and drive prompt resolution by working with cross-functional business teams
• Provide timely, proactive communications to stakeholders on significant issues and developments
• Develop and report on metrics, including operational metrics, case statistics, and customer surveys
• Serve as the single point of contact for the customer via verbal and written communication
• Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content. Primary contributor to Knowledge Management system for customer specific configuration details that will benefit the greater Customer Center team
• Take a leadership role in strategizing with internal and external customer to prevent and solve issues. Expert in the use of a wide range of debugging techniques.
• Establish and grow relationships with functional leadership at client/internal leaders and be a point person to escalation or process definition & adherence.
• Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminate appropriate information necessary to correct configuration issues.
• Knowledge transfer - write user/technical documentation and case notes. Act as a technical resource or mentor other team members.
• System-wide RFS review with goal of identifying patterns and root cause of cross-product/lingering/repeat support issues for either the customer or internal customers.
• Act as escalation resource for Level 2 support teams
• Research and troubleshoot issues involving all aspects of the Client Current solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, edge devices, hardware infrastructure
• Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines.

Basic Qualifications:

• Bachelor's Degree in Computer Science or in "STEM” Majors (Science, Technology, Engineering and Math)
• A minimum of 8 years of professional experience in Information Technology OR Master's degree with 6 years of experience
• A minimum of 3 years in Customer Support and Service


Eligibility Requirements: (Country Specific)
• Legal authorization to work in the Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job
• Must be willing to travel 15%
• Must be willing to work out of an office located in Lachine, QC, Canada

Desired Characteristics:
• Take a leadership role in strategizing with internal and external customer to prevent and solve issues. Expert in the use of a wide range of debugging techniques.
• Establish and grow relationships with functional leadership at client/internal leaders and be a point person to escalation or process definition & adherence.
• Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminate appropriate information necessary to correct configuration issues.
• Knowledge transfer - write user/technical documentation and case notes. Act as a technical resource or mentor other team members.
• System-wide RFS review with goal of identifying patterns and root cause of cross-product/lingering/repeat support issues for either the customer or internal customers.
• Act as escalation resource for Level 2 support teams
• Research and troubleshoot issues involving all aspects of the Client Current solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, edge devices, hardware infrastructure
• Own and manage personal caseload and perform callbacks and case follow through as defined by the Case Management Guidelines.