Technical Support Engineer (VTS)

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.