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Job Details


InWork360

Technical Support - North America (2591549527)

Other

Unknown

Yearly

No

Toronto, Ontario, Canada

Assima is a worldwide leader in training, assistance and software adoption for Fortune 500 companies. Our patented technology is trusted by 15 of the top 20 banks, major international organizations and some of the largest hospital networks in the world.

We are in the process of building the new generation of our product suite with a much more scalable architecture, state of the art web technologies and AI/Machine learning functionalities.

We are looking for a smart and talented Technical Support Analyst to join our growing team. This role will provide world class technical support to a wide range of high profile enterprises. Works congruently with Research and Development (R&D) to integrate test cases and quality assurance. Troubleshoots end user issues; implements and delivers new software builds to clients efficiently and effectively.

Primary Responsibilities:

  • Provide Level 2 support to technical operations team
  • Manage large scale projects involving deploying Assima cloud based services
  • Work closely with the consulting team for smooth transition from implementation to technical support
  • Analyze product issues quickly and efficiently and respond to assigned tickets within defined timelines
  • Assess client requirements and ensure needs are met through reviewing HTML/XML templates
  • Meet with clients to review product issues and provide temporary workarounds if necessary
  • Assist with the management of internal IT systems
  • Meet weekly with R&D to review new product features, updates, and bug fixes
  • Perform testing on new builds to determine if any regression issues are present
  • Stay up-to-date and certified on all relevant product certifications for Assima applications and contribute to the growth of Assima’s knowledge library.
  • Log detailed defect reports and follow through to resolution and ticket closure
  • Debug and review error logs and assist with proposing viable solutions
  • Work cooperatively with clients, coworkers, and stakeholders in the furtherance of company goals and in compliance with directives, policies, deadlines
  • Complete other duties as assigned by the Head of Support

Requirements
  • Three years minimum experience in software support
  • Fluent in English (great add on if you are bilingual, and are fluent in French as well)
  • Ability to work with a sense of urgency completing assigned tasks and projects
  • HTML and web debugging proficiency
  • Software troubleshooting and product release testing
  • Object oriented programming (PHP or C#/ASP .NET or other OOP) proficiency
  • Demonstrate proficient use of software (for example, MS Word, Excel, PowerPoint, MS Project, Assima Training Suite, Vimago Campus, Vimago Performance Support, etc.)
  • Effective writing and editorial skills
  • Knowledge with using learning tools and best practices to support a client’s project
  • Bachelor’s degree in Computer Science (or equivalent)
  • Experience with SQL databases, web servers, and virtual machine solutions

Benefits
  • Competitive salary based on experience
  • Flexible schedules
  • Work within a successful, dynamic and growing organization
  • A challenging job in an informal and ambitious environment
  • Small teams, where personal development is highly valued