Technical Support Specialist - Jobs in Newmarket, ON

Job Description

Job descriptionWho we areHosted~FTP~ has been providing “FTP in the Cloud” secure file transfer services using multiple cloud infrastructure providers (Amazon Web Services, Azure) for the past 15 years. Hosted~FTP~ is a leading MFT company and one of the first SaaS companies to fully transition to the Amazon Cloud.Hosted~FTP~ offers businesses the benefits of moving to the Cloud, while providing an Ultra-secure, easy to use alternative to traditional “in-house” FTP/FTPS/SFTP servers.What are we looking forCan you talk the talk AND walk the walk As a Technical Support Specialist (TSS) for Hosted~FTP~, you’ll be responsible for handling service and technical support inquiries, responding quickly to online chats, assessing customer support or sales calls, and referring escalated calls as appropriate, engaging both new potential clients and support existing clients. Your success will expand Hosted~FTP’s global reach – helping thousands of organizations transfer files safely in the cloud – while simultaneously developing your technical support and sales skills to become an expert in the managed file transfer space.Primary Responsibilities Will IncludeSupport webinars -This position will require hosting webinars with senior technical architects, It Managers, and senior business stakeholders, resolving customer service issues, demonstrating our service features. Establish and maintain lasting, positive relationships with Business owners, managers and/or IT decision makers through personal contact and outstanding customer support. Identify and analyze our clients’ business requirements, propose potential solutions, negotiate and close new business revenueOn-boarding/Quickstart webinars - Facilitate initial setup and configuration of trial accounts with potential customer senior technical architects, It Managers, and senior business stakeholder, determining their primary use case for using our service, conducting a demo of our SFTP/FTP services and ensuring that all questions are answered. Follow up is key aspect in terms of keeping the potential customer engaged with Hosted~FTP~Real time support - Provide Live chat & Phone assistance to provide troubleshooting or account assistance, answer sales inquiries and triage requirements in terms of features and use case(s). The TSS will be required to do real time analysis of FTP/SFTP technical issuesHelpdesk activities – Manage support emails and provide complete and accurate client responses, update ongoing sales and support activities using Salesforce CRM for new leads or case management.Support and sales - The TSS should also communicate to clients how bundle upgrades provide features that can benefit existing and/or new use cases. Hosted~FTP~ responsibilities for the TSS emphasizes that the role includes both Sales and Support.What do you bring to the role

• Bachelor’s diploma in an IT related field.
• Excellent interpersonal skills; fluent in English, spoken and written
• At least 3 years in a similar role with comparable goals and responsibilities (Technical support and/or sales background, preferred)
• Technical aptitude including experience with file transfer methodologies
• You must be an excellent communicator, someone who listens to client needs to determine the best solution and be able to frame the message in a clear, concise, and compelling way.
• You must also understand the mechanics of being a part of an efficient, effective support team.
• Strong sense of organization, self-motivation, and professionalism
• This is a semi-autonomous position, so you should be self-sufficient and self-motivated. It’s also a evolving role, so you must be able to gracefully receive criticism and feedback about your work.
• Eligible to work full time in Canada

What would give YOU an edge

• Familiarity with FTP, FTPS & SFTP Clients
• Knowledge and practical application of SFTP scripting languages
• Knowledge of Linux and Mac operating systems
• Proficiency with Office products (Word, Outlook, Excel)
• Experience leading webinars using Teams, WebEx and GoToMeeting
• Working knowledge of Salesforce CRM
• Wordpress site management experience
• Compliance knowledge (HIPAA, CJIS, ITAR, SOC2 etc.)
• An understanding of Cloud Services (AWS, Azure)

What’s in it for you

• Opportunity to work remotely
• A competitive base salary PLUS commissions
• Joining a knowledgeable, high achieving, experienced and fun team
• The chance to be part of a rapidly growing SaaS company and the next success story

Job Types: Full-time, PermanentSalary: From $60,000.05 per yearBenefits:

• Casual dress
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift

Supplemental pay types:

• Commission pay

COVID-19 considerations:Work is remoteApplication question(s):

• Posted job is remote but final interviews are in-person, are you able to make infrequent trips to Barrie or Toronto for team building or training

Experience:

• Technical support: 1 year (preferred)

Shift availability:

• Day Shift (required)
• Overnight Shift (required)

Work Location: One locationQuick Apply

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