Junior Customer Support Engineer



Junior Customer Support Engineer

About the Position

Unlimi-Tech Software is looking for a Customer Support Engineer that can operate in a dynamic team environment. We are presently searching for a member to join our Customer Services Team. This individual will provide 1st & 2nd Level Support by interacting with Support chats, emails and phone calls. This individual would, in addition assist in pre-sales technical support requests.

Responsibilities

  • Provide 1st and 2nd tier support to clients and prospects via Support tickets, phone and live chat
  • Work with our online support CRM (Kayako) – Tickets, Users and Knowledge-Based Articles
  • Experience with Hyper-V and RDP to replicate user environments for Support Ticket diagnostics
  • Provide technical solutions, fixes, updates and workarounds on Support Tickets
  • Provide remote assistance to customers with GoToMeeting and TeamViewer
  • Create, update and edit Support Ticket software bugs in Bugzilla
  • Escalate Support Tickets to Development/QA Teams and provide follow-up;Assist in pre-sales technical meetings

Qualifications

  • Minimum of 3 years of experience in an IT Help Desk environment
  • Post-Secondary education and related IT professional experience
  • Excellent customer service and presentation skills with strong problem-solving skills;
  • Intermediate experience with operating systems, including Windows Server 2008, 2012, Linux, Solaris, MAC OS
  • Knowledge of Networking, web and FTP servers, Apache, Tomcat, IIS and Firewalls
  • Ability to effectively prioritize and execute projects/tasks in a fast paced corporate environment
  • Excellent communication skills in English (other languages are a definite asset)
Term: Full Time Permanent (37.5 hours per week) Salary: TBD, commensurate with experience Benefits: Dental, life, medical, prescription benefits Location: 1725 St-Laurent Blvd. Ottawa, Ontario

How to Apply

  NO PHONE CALLS PLEASE If you meet the requirements listed above, please email a copy of your resume in Microsoft Word or PDF format to info@filecatalyst.com with the subject line “Junior Customer Support Engineer”.