Who we’re looking for
The ThoughtWire customer success team is looking for a motivated individual to deliver outstanding customer service and product support to our clients. The Technical Support Specialist role will focus on handling complex support issues through to resolution. The successful candidate will be responsible for providing exemplary service to clients in handling technical enquiries and maintaining the stability of the ThoughtWire software solutions. Inside ThoughtWire, the Technical Support Specialist will assist and collaborate with other teams on client-specific issues. When there are no active issues, the Technical Support Specialist is expected to identify common issues and trends, and ensure those issues and trends receive appropriate attention.
The key to success in this role is providing an excellent customer experience by proactively managing all application support issues.
What you’ll be doing
Identify and implement continuous improvements to existing Customer Success processes
Troubleshoot issues and respond to queries from external customers, including outside of office hours
Design and execute SQL queries and shell scripts to generate meaningful data for other ThoughtWire teams such as engagement reports, or usage and improvement statistics
Creating and updating documentation of Customer Success processes
Attend meetings and occasional on-site visits as needed with internal or external clients as a representative of Customer Success
What you’ll need
At least 2 years of external customer-facing experience in a software support environment
Post-secondary degree/diploma or equivalent professional experience
Excellent communication skills for interacting with external and internal customers
Experience with bash scripting to analyse server logs
Experience with SQL for data retrieval and some report generation
Some Linux administration experience to troubleshoot server processes
Ability to multitask and prioritize
Experience in any of these will make you stand out
Previous customer-facing technical support experience
Experience with pro-actively identifying improvements to your workplace or processes
Experience of ITIL-compliant incident, problem and change service management
Basic SQL, HTML knowledge
Why you want to work for us
Great colleagues, mentorship, and meaningful socially impactful work
Full benefits package from your start date – no waiting period!
Competitive salary
Flexible hours
Great office location in Toronto’s Market District; near St. Lawrence Market
Short walk to Union Station or King Station; steps from the King streetcar
Healthy snacks and free drinks
ThoughtWire is an open and inclusive environment that values diversity and invests in the skills and growth of all our team members. We are non-traditional career path friendly, valuing the individual and their skills over the credentials they carry. ThoughtWire welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.
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