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Technical Support Specialist II - Jobs in Montréal, QC

ei3
Job LocationMontréal, QC
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

What we needAs the Applications / Data Integrations Support Specialist (Level 2) on our Customer Support Team, you will be responsible for providing a second to none customer experience for new and existing customers in the areas of the Data Integrations and Applications of our ei3 platform. You will quickly learn the intricacies of our products and you will become the go-to person responsible for investigating and resolving issues reported by end-users or detected by monitoring tools. You will follow industry best practices when communicating with our customers and partners. You will be obsessed with delivering best-in-class customer experience.What you will do

  • Provide Level 1 and Level 2 customer support in the areas of Data Integrations and Applications (with the potential to handle certain Level 3 issues as well, depending on your skill level)
  • Within the first month of employment, reach the level of familiarity sufficient to solve Level 1 incidents
  • Within the first year of employment, become an expert in the areas of Data Integrations and Applications
  • Perform investigations, troubleshoot issues and provide solutions within SLAs
  • Become familiar with such technical topics as: data retrieval from industrial automation control systems; using SQL and Splunk to troubleshoot issues; investigating problems related to APIs
  • Document your work and contribute to the development of ei3’s knowledge base
  • Demonstrate a strong sense of ownership and autonomy
  • Interact with customers via the ticketing system, by videoconference and by phone
  • Follow established best practices and Standard Operating Procedures but be comfortable going outside of the box
  • Be proactive and inquisitive; do not wait for commands - take initiative
  • Communicate internally and externally in a professional manner, with great attention to detail
  • Closely collaborate with colleagues in the Customer Support and Engineering teams
  • Provide process improvement feedback in areas of responsibility
Who you are
  • Degree in Computer Science or equivalent work experience
  • Passionate about technology and technically strong
  • Experience with SQL databases
  • Familiarity with the concepts of low-level programming (PLC’s, microcontrollers, Raspberry Pi, etc.)
  • Familiarity with the technical aspects of modern web applications and APIs
  • Very strong troubleshooting and problem solving skills
  • Strong sense of focus, organization, and attention to detail
  • Quick learner, unphased in the face of high-complexity systems
  • Very strong written and verbal English communication skills
  • Highly autonomous and self-driven with a strong sense of ownership; curious, proactive initiative taker
About ei3A global leader in AI dedicated to industrial machines and processes. By focusing on efficiency and sustainability, we help the world produce things better.Founded in 1999, ei3 Corporation delivers ConnectedAI solutions for machine builders and manufacturers to increase operational efficiency, save on costs, increase profitability, and implement new business models. Printing presses, injection molding machines, and packaging equipment are some of the company’s key market segments. ei3 is headquartered in New York with offices in Montreal and Zurich. For more information, please visit ei3 at www.ei3.com.We offer competitive compensation packages and benefit offerings.Job Type: Full-timePay: $80,000.00-$90,000.00 per yearBenefits:
  • Dental care
  • Life insurance
  • Paid time off
  • Vision care
Schedule:
  • 8 hour shift
  • Monday to Friday
Experience:
  • Customer service: 1 year (preferred)
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