About this role
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.