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Global Technical Support Specialist-Vancouver

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Anna Shultz
Anna Shultz

The client is looking for a Technical Support Specialist to resolve customer technical issues involving data risk management and security solutions. The role involves researching, testing, and replicating reported issues, reviewing documentation, and escalating unresolved issues to higher support levels. The support team works flexible hours from 6am to 8pm to accommodate follow-the-sun support, but there are no swing or graveyard shifts. Qualified candidates will have experience with operating systems, software, networking, databases, and troubleshooting, as well as strong communication and customer service skills.

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  On behalf of our Client, we are looking for a ​Technical Support Specialist​ who is interested in data risk management  solutions and security. The Global Technical Support Specialist resolves customer technical issues of moderate complexity in  a timely and effective fashion, using customer service and technical skills.  The work involves researching, testing, and  replicating issues, as well as reviewing technical documentation and existing solutions, or devising workarounds and  escalating true product issues to Level 3 Support.     The support team operates follow the sun support with set shift times starting as early as 6am or finishing as late as 8pm;  they go the extra mile for customers – so working hours flexibility is expected, but there are no swing shifts, and no graveyard  shifts!     Knowledge & Skills:  You’ll need to have experience with at least some of the following:    Windows, Mac, iOS, and Android operating systems, asset management software, software deployment tools, network  configuration, basic SQL queries, and disk imaging    You’ll also have the following strengths:    Customer service skills and written and verbal communications  Initiative, tenacity, and a passion for supporting customers  Experience with one or more CRM or ticket tracking systems  Technical troubleshooting and issue documentation  Knowledge of firewall, anti­virus, or encryption products  Some skills in HTML, ASP, VB Script or another scripting language is desirable      Bonus points for:  Microsoft, Apple, ITIL or Network+ certifications, and any languages in addition to English.   

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