Description
We are seeking a Technical Support Specialist to join our team in Toronto, Canada. As a Technical Support Specialist, you will interface with Elite Care primary team and customers via telephone, email, Teams sessions, and CMS. Your responsibilities will include:
- Troubleshooting, reproducing, debugging, and diagnosing customer issues
- Providing prompt and accurate responses to customers within our SLA
- Logging software defects using a bug tracking system and working closely with technology and product teams to analyze the defects and track them to resolution
- Proactively providing regular and timely follow-ups with customers with recommendations, workarounds, updates, and action plans
- Documenting action plans and progress in case tracking systems
- Escalating complex issues to management as per internally established processes and guidelines
- Leveraging internal technical expertise to provide the most effective solution to customer issues
- Acquiring the required product knowledge and staying up-to-date with product updates
- Building and maintaining test environments and tools for troubleshooting and testing
- Creating new internal or external knowledgebase articles/documentation to capture new learnings for reuse
- Assisting customers outside of normal business hours, if required, including weekends and holidays
- Providing onsite support at customer locations, if required
- Delivering knowledge transfer sessions to customers and/or internal team members
- Reducing/deflecting Support Request volume through education and proactive engagement with customers
- Developing strong relationships with customer and technology teams
- Conducting weekly, semi-monthly, or monthly meetings with Primary Elite care team and customers for case reviews to identify issue trends and opportunities for corrective actions
This is a hybrid position, requiring 3 set days in the office per week, with the expectation of being in the office 50% or more of the time based on business needs.