Technical Support Consultant 2
Job Description
Description
Job Title: Technical Support Consultant 2
Location: Hybrid to Ottawa office. Open to Toronto and Vancouver.
Pay Range: $25-$35/hr
Duration: 7 months
Company
Our client, a Fortune 500 Software Organization, is seeking a Technical Support Consultant 2 to join their team.
Duties
- Provide technical support and product guidance to customers, partners, and others involved in developing campaigns and marketing channel communications on our platform at all stages of the cycle.
- Proactively develop and nurture good working relationships with developers and users at customer sites to ensure their success with our product.
- Research, record, and maintain knowledge of best practices for product usage across all functionalities.
- Build and maintain strong relationships with other teams supporting customer needs and business goals.
Responsibilities
- Perform root cause analysis on customer issues to facilitate knowledge growth for peers and customers.
- Document all communication, troubleshooting, and activities related to customer issues.
- Educate customers on specific product functionalities to resolve issues.
- Develop and deliver internal training on troubleshooting product functionalities.
- Create solution entries as needed.
- Collaborate with other support team members and departments such as consulting, engineering, technical operations, and deliverability.
- Communicate timely updates to customers regarding support issues.
- Troubleshoot issues related to third-party software applications.
Additional duties may include working on special projects like customer migrations, product testing, implementations, and training.
Education & Experience
- 2-5 years in a software support environment supporting complex enterprise applications.
- Experience with SQL, XML, JavaScript, HTML.
- Experience with database platforms such as Oracle, SQL Server, MySQL, or PostgreSQL.
- Experience with web services APIs, database connectors, SOAP.
- Strong knowledge of database-centric, internet-based systems.
- Ability to multitask and work independently.
- Excellent written and verbal communication skills.
- Four-year degree or equivalent experience.
Additional Skills
- Highly organized and curious about new technologies.
- Strong multi-priority management skills.
- Commitment to customer satisfaction.
- Recent (within 5 years) experience in technical support working with enterprise customers.
- At least 20% of work involving troubleshooting with SQL and relational databases.
- Over 2 years experience reading and troubleshooting XML, HTML.
- Over 2 years experience with network, client, and server connectivity.
- Digital marketing experience from an email service provider or competitor.
Benefits Summary
Compensation is based on skills, qualifications, experience, and location. Full-time roles include benefits such as Medical, Dental, Vision, Commuter, and 401K with company matching.
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Company
Ursus
Location
Ottawa
Country
Canada
Salary
100.000
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