Client Support Specialist (3rd Line) - Jobs in Greater Vancouver

Job Description

In the past 18 months, we have enjoyed a TREBLE employee headcount in North America. We #39;re a highly acquisitive business and have been lucky enough to acquire some amazing businesses in this time.As we continue to grow across North America, we #39;re hiring for an amazing Technical Support Specialist (3rd Line). This role is a brand new role to support the increasing demand from new and existing customers across Pacific and Mountain time zones.Please note, we require someone with intermediate working experience of SQL for this position.Working within the Professional Services Department, this role will focus on providing technical customer solutions for our suite of products. As a Technical Solutions Specialist (TSE) you will be responsible for researching and resolving complex escalated client issues through a high level of analysis and expertise, lending said expertise internally, working closely with QA/Development teams to determine solutions, and test incorporated fixes into future product releases.You will also be responsible for responding promptly and accurately to technical and proprietary software help requests, over the phone or through other electronic mediums, portraying a positive and friendly attitude, and delivering high levels of customer service, both internally and externally, as needed, and as assigned by management or management representative. This is an internally promoted position onlyDay-to-day:

• Manage the level three queue daily and relay the resolutions to the TSS or TSS II
• Provide exceptional customer service and support via chat, outbound calls, email, fax or other methods as specified within company standards and guidelines, as needed, and as assigned by management.
• Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research.
• Document all customer contacts, issues, and resolutions timely and thoroughly in the CRM (Zendesk, Jira).
• Work with the QA team to escalate software defects and enhancements for resolution. • Verify defects or the resolution of defects through testing and troubleshooting.
• Research and resolve highly complex escalated issues software and technical issues in an accurate and timely manner.
• Communicate development-related issues to support.
• Verify release notes and/or product specifications.
• Proactively anticipate issues with new releases (i.e., loss of customization, special circumstances, etc.)
• Provide input for new products, features, product usability and supportability.
• Participate in Sprint Review or Product Training meetings.
• Escalate tickets following escalation guidelines as needed.
• May be called on for training creation, input, or delivery as assigned by management.
• May be called on to assist, mentor and support frontline technical solutions professionals.
• Maintain documents of system requirements and configurations for support only. Identify departmental technical needs and make suggestions.
• Test software and hardware applications as they change in the industry and apply the knowledge as needed

About IRISAs one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.It’s vital these mission-critical functions work first time, every time.That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.IRIS is a company built on hiring the best people; our people are our greatest assets.They enable us to be the innovative, market-leading, and high-performing company that we are today.We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.This is why we work to create an environment where employees feel like they are part of a team.Powered by JazzHR