Technical Support Engineer



Technical Support Engineer

Toronto, Ontario  - Permanent


Job Description

The Technical Support Engineer is a customer focused individual responsible for resolving our client's issues via email (and potential phone and chat), as well as finding ways to prevent future issues through proactive support and monitoring. We are seeking a highly motivated and resourceful individual who is dedicated to providing the highest level of support for each interaction we have with the customer. The ideal candidate is a trusted advocate for our customer, a creative problem-solver, and a collaborative team member. This person is energized by working with people, while still being a strong independent worker.

Responsibilities:
• Serve as a trusted advisor and provide technical support and troubleshooting for our customers
• Solve highly visible, technical, global and strategic cases and ensure the highest level of customer satisfaction
• Create knowledge base materials dedicated towards operational efficiency
• Maximize customer satisfaction through timely and accurate resolution of customer inquiries that meet or exceed our customer SLAs (Service Level Agreement)
• Onboard and train our clients
• Document all actions and responses via our CRM tools
• Provide feedback regarding trends in customer issues and suggest improvements to processes, policies, and products
• Identify and draft improvements to simplify and streamline the customer journey


Must Have Skills:

Required Experience:
• 2+ years of customer support, preferably in the SaaS industry
• Understanding of database concepts related to MySQL and MongoDB
• 1+ years working with NodeJS
• Demonstrated analysis, problem solving skills and troubleshooting expertise
• Ability to effectively prioritize and escalate customer issues as required
• Superb attention to detail
• Flexibility and willingness to take on additional responsibilities


Details:

Starting: ASAP
Dress Code: Casual