Technical Support Specialist - Jobs in Toronto, ON

Job Description

C*ompany Overview*Mi9 Retail software company is fully focused on the retail business vertical. We develop software to address challenging requirements faced by medium to large retail enterprises such as merchandise management, master data, inventory management, sales audit, purchasing and invoicing, retail analytics, and point of sale.*Role Overview: *We are hiring a Client Support Engineer based in our Toronto office. In this role, you will combine past experience in troubleshooting computer hardware, software, and database platforms to solve complex issues and escalated cases, including identifying effective outcomes. The candidates who will be most successful will demonstrate high self-motivation, focus, energy, flexibility to work some weekend shifts, and the ability to work effectively in a fast-paced environment. 9 to 5:30 hours, with on-call requirements on a rotational basis.What you’ll be doing:

• Provide support to customers through various channels, including telephone, email, or other media
• Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems
• Make initial classification of user request, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues
• Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empowering clients by posting client-facing FAQs and Knowledge base articles
• Serve as subject matter expert by developing a deep knowledge of MI9’s range of enterprise products
• Escalate complex problems or requests to the appropriate person or team, providing them with diagnostic data and other relevant information and support
• Solve basic and common user problems in real-time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser-related issues
• Reproduce bugs in the local environment in order to assist QA in testing new builds
• Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as needed
• Resolve incidents in a timely manner as per established Service Learning Agreements
• Some travel may be required
• Other duties as assigned

What you bring to the table:

• Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
• Flexibility to work some weekend shifts
• Exceptional verbal and written communication skills
• Strong analytical and critical thinking skills
• Proficiency in troubleshooting computer hardware, software, and database platforms
• Proficient with Microsoft Office Products
• Conceptual understanding of .NET development/support/operations
• Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
• Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
• Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered

What you’ll get in return:

• The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble
• You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improving their operations
• Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development or Technical Consulting

Benefits and other perksHybrid office policy with remote working capabilitiesVacation paid time offRegistered Retirement Savings Plan (RRSP) with company match 100%Company-paid Medical, Dental, and Vision Insurance for you and your dependents100% Company-paid Life InsuranceEducation & Learning stipend for personal growth and developmentMust be legally authorized to work without visa sponsorship for employment.Mi9 Retail is an Equal Opportunity Employer.No phone calls, please.Job Type: Full-timeQuick Apply

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