Technical Support Consultant 2

Ursus; Ottawa; Hybrid; CAD 100,000 - 125,000; Full time

Job summary

A leading software organization seeks a Technical Support Consultant 2 for a hybrid role based in Ottawa. This position involves providing technical support, developing relationships with customers, and troubleshooting complex software issues. Candidates should have 2-5 years of experience in software support and a strong background in SQL, XML, and database systems. The role offers a competitive hourly pay rate and the opportunity to work on diverse projects.

Benefits

Medical benefits

Dental benefits

Vision benefits

Commuter benefits

401K with company matching

Qualifications

• 2-5 years in a software support environment.
• Experience with complex enterprise applications.
• Strong knowledge of database-centric, internet-based systems.

Responsibilities

• Provide technical support and product guidance to customers.
• Perform root cause analysis on customer issues.
• Document all communication and troubleshooting activities.

Skills

SQL

XML

JavaScript

HTML

Database knowledge

Communication

Customer satisfaction

Education

Four-year degree or equivalent experience

Job description

Job Title: Technical Support Consultant 2

Location: Hybrid to Ottawa office. Open to Toronto and Vancouver.

Pay Range: $25-$35/hr

Duration: 7 months

Company

Our client, a Fortune 500 Software Organization, is seeking a Technical Support Consultant 2 to join their team.

Duties

1. Provide technical support and product guidance to customers, partners, and others involved in developing campaigns and marketing channel communications on our platform at all stages of the cycle.
2. Proactively develop and nurture good working relationships with developers and users at customer sites to ensure their success with our product.
3. Research, record, and maintain knowledge of best practices for product usage across all functionalities.
4. Build and maintain strong relationships with other teams supporting customer needs and business goals.

Responsibilities

1. Perform root cause analysis on customer issues to facilitate knowledge growth for peers and customers.
2. Document all communication, troubleshooting, and activities related to customer issues.
3. Educate customers on specific product functionalities to resolve issues.
4. Develop and deliver internal training on troubleshooting product functionalities.
5. Create solution entries as needed.
6. Collaborate with other support team members and departments such as consulting, engineering, technical operations, and deliverability.
7. Communicate timely updates to customers regarding support issues.
8. Troubleshoot issues related to third-party software applications.

Additional duties may include working on special projects like customer migrations, product testing, implementations, and training.

Education & Experience

• 2-5 years in a software support environment supporting complex enterprise applications.
• Experience with SQL, XML, JavaScript, HTML.
• Experience with database platforms such as Oracle, SQL Server, MySQL, or PostgreSQL.
• Experience with web services APIs, database connectors, SOAP.
• Strong knowledge of database-centric, internet-based systems.
• Ability to multitask and work independently.
• Excellent written and verbal communication skills.
• Four-year degree or equivalent experience.

Additional Skills

• Highly organized and curious about new technologies.
• Strong multi-priority management skills.
• Commitment to customer satisfaction.
• Recent (within 5 years) experience in technical support working with enterprise customers.
• At least 20% of work involving troubleshooting with SQL and relational databases.
• Over 2 years experience reading and troubleshooting XML, HTML.
• Over 2 years experience with network, client, and server connectivity.
• Digital marketing experience from an email service provider or competitor.

Benefits Summary

Compensation is based on skills, qualifications, experience, and location. Full-time roles include benefits such as Medical, Dental, Vision, Commuter, and 401K with company matching.