Current Opportunities
Technical Support, Tier 2 / Soutien Technique, niveau 2
Laval, Quebec, Canada .
full-time . March 23, 2023
Description
Do you have a strong technical background, love problem solving, and enjoy building customer relationships? We are looking for talented individuals with positive attitudes to join our Customer Support team as Tier 2 Technical Support Specialists in the Laval, QC office. This position analyzes and evaluates technical problems and/or functionality inquiries within the software based on the application, data source or integration with external applications.
What you will do:
- Function as technical contact for our customers, vendors, and end-users.
- Ensure the highest level of communication with the customer by providing regular updates with respect to the progress of each incident, and quickly provide solutions in a professional manner.
- Demonstrate the highest level of customer service.
- Determine solutions through detailed investigation with the customer.
- Explore and/or isolate hardware, software, VM Host, and networking issues.
- Engage in spontaneous brainstorming/whiteboarding sessions.
- Ensure strict adherence to Group Elite client services process guidelines.
What we are looking for:
- 2+ years of previous Tier 2 or higher technical support experience.
- College degree in Computer Science, Information Technology Telecommunications or related field
- Strong troubleshooting and problem-solving skills.
- Aptitude to quickly learn and use new software tools.
- Excellent verbal & written communication and interpersonal skills.
- Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience.
- Experience in effectively dealing with customer service issues and handling customer conflict.
- Familiarity with Contact Center operations and technology software and tools.
- Working knowledge of Microsoft Server based architecture, including Server 2008, 2012, 2016 and 2019.
- Thorough understanding of Windows OS installation and configuration – including but not limited to Windows Networking and Active Directory Admin.
- Experience with web-based .NET applications and administration.
- Working Database knowledge – MSSQL preferred, Oracle (Admin & Transact SQL).
- Bilingual, with strong English written and verbal skills. English is required for business reasons to serve external English-speaking clients.
What is nice to have:
- Experience working with Verint products or other Contact Center solutions.
- Technical customer service experience in the telecommunications or related industry.
- Experience with MS Clustering and Virtual Environments.
- MCSE certification.
- Telephony background and VoIP experience.
Who is Group Elite?
Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC) based in Montreal to support our client’s technical needs with their software deployments. Our motto is “Our Experience is Your Advantage”; learn more by watching this short video.
What benefits are available?
- Paid Health Insurance Premiums
- Competitive Pay
- Annual Vacation Allowance
- Collaborative Culture
- Flexible Work Schedule
- Fun Office Environment
Watch this video to catch a glimpse of our work environment: https://www.youtube.com/watch?v=ct4OxjJUS2w