Technical Support Specialist - Montreal - Jobs in Burnaby, BC

Job Description

Rise to the challengeRise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.At Rise, we’re changing how work happens and how people work. We’d love for you to join us and experience. the most positive, challenging, and transformative experience of your career.About the roleYou’ll be working with our clients, including CFOs, directors, and administrators, to help resolve their issues and see them through to resolution in both official languages. Your goal is to provide an effortless experience for our clients. As an expert of the Rise products and the voice of the client, you’ll be passing on feedback to the Rise team on how to continually improve our solutions and service offering.With your keen eye for detail and payroll experience, you’ll identify patterns on the types of issues and requests from our clients and use that towards driving efficiencies within the Rise Client Support ecosystem. You will help us constantly improve by proactively identifying items which we can improve upon and then help us implement your ideas. You have high integrity and good judgement. You work well under pressure and tight timelines. You bring energy and enthusiasm to everything you do. And you are passionate about the future of work.The day-to-day

• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved.

• Act as the initial point of contact for all system related concerns from clients.

• Assist in creating and building the tribal knowledge pertaining to application troubleshooting and usage.

• Organize and file documentation pertaining to warranties and instructional guides for computer hardware

• Maintain a working log detailing all required system updates, as well as the date of completion.

• Attend virtual “in-person” meetings with clients to analyze, troubleshoot and diagnose software problems.

About youA successful Technical Support Specialist candidate will be extremely tech-savvy. They should have experience in computer and information systems, and experience in customer service management.

• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company s products and services

• Professional interpersonal skills are essential when communicating with customers and clients.

• Independent and able to prioritize and manage several milestones and tasks efficiently.

• Excellent writing and verbal communication skills in both French and English.

• Industry-specific certification or experience in payroll, finance, or HR may be required.

• Flexible and thrives in a high-paced working environment.

• Strong analytical, organizational and problem-solving skills.

• Accept constructive criticism and customer feedback regarding their experience with software or support services.

• Comfortable working in and assisting others through company help desk software, such as Zoho or Zendesk, in addition to other remote access desktop programs.

• Experience in teaching or training in technology is a strong asset.

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

• Willingness to roll up your sleeves and assist wherever, whenever and whatever is needed.

What Rise offers

• Rise is all about creating a positive company culture, both for our clients and our employees. We believe that happiness isn’t the cause of employee engagement, it’s the result.

• Employees in our Quebec region work from home full time.

• Rise believes that time off is just as important as time spent. We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary.

• We support your growth with a personal $1000 learning and development budget to take courses, attend conferences, webinars, you name it!

• We offer no-wait benefits. This means that starting your first day, you have access to our comprehensive benefits package which includes dental, eye care, and $2000 in counselling coverage, among many other great health benefits.

At Rise, we care more about where you’re headed, not where you’ve been. We encourage people of all ages, backgrounds, identities, and orientations to apply.Job Type: Full-timeQuick Apply

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