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Job Title: Tier 1 Support Specialist
Department: Customer Support
Reports to: Henry Ebron, Global Support
Term: Full-Time Continuing
Location: Hybrid
Evidence Partners is a successful, Ottawa-based software company in the life sciences field. Evidence Partners is dedicated to positively impacting the future of evidence-based research by helping our users conduct high-quality systematic literature reviews faster and more efficiently.
The Product
DistillerSR is a SaaS platform that is used globally by researchers, pharmaceutical companies, medical device companies, governments, NGOs, and academic institutions to deliver life changing evidence-based research faster and more efficiently. Our software combines proprietary data management, workflow, and AI technologies that are fundamentally changing the way researchers conduct systematic literature reviews.
Job Description
We are looking for a Tier 1 Support Specialist to provide support to administrators and end-users of our flagship DistillerSR SaaS application. You will diagnose and troubleshoot issues encountered by users, and help our customers configure the DistillerSR application. Responsibilities will include liaising with Tier 2 Support Specialists, Software Developers, and Quality Control, and providing excellent communication to our customers. You will use email and chat applications to respond quickly to our users. Ultimately, you will be someone who our customers trust, and will come to rely on to provide timely and accurate solutions to their application problems. If you’re naturally a helper, enjoy assisting people with software related issues and can explain technical details simply, we’d like to meet you.
What You’ll Do
Diagnose, troubleshoot and log technical issues, including account setup, application configuration, and usage assistance
Ask customers targeted questions to quickly understand the root of the problem
Track issues through to resolution, within agreed time limits
Walk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Escalate unresolved issues to appropriate internal teams (e.g. Tier 2 Support Specialist, Software Developers)
Provide prompt and accurate feedback to customers, while maintaining excellent relationships
Refer to the internal database or external resources to provide accurate solutions
Maintain the internal knowledge base by documenting technical knowledge in the form of notes and instructions
Prioritize and manage several open issues at one time
Follow up with clients to ensure their issues are resolved
Monitor support email. Shift work and on-call hours support may be required based on a roster assignment.
What We’re Looking For
Post-secondary education in Health Sciences, Engineering, Computer Science or a related field
Minimum 3 years of experience in an SaaS application support environment
Hands-on experience with Windows/Linux/Mac OS environments
Experience with systematic review software, especially knowledge of DistillerSR is a major plus.
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (e.g. Zendesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Experience with systematic and literature reviews a plus!
Company Perks
Exceptional career growth opportunities
Flexible work hours
Medical, dental, and vision benefits from day one
Three weeks of vacation for newly hired employees
Occasional work from home offered (this is not a remote work position)
Free snacks, drinks and fresh fruit
Education reimbursement
Fitness reimbursement
Company-paid winter holiday shutdown
We are an equal opportunity employer, dedicated and committed to recruiting and selecting applicants on the basis of their qualifications. We strive to increase our diversity and encourage applications from all candidates that meet any of our requirements. Evidence Partners does not discriminate based on race, religion, color, gender, disability, age, or other protected statuses. We are focused on equality and believe that increasing diversity of thought and lived experience makes us stronger together.
