Product Support Specialist

VIV Technologies; Toronto; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Product Support Specialist passionate about digital transformation. In this dynamic role, you'll be the first line of support, diagnosing issues and ensuring customer satisfaction with an innovative home care software platform. Collaborate with cross-functional teams to enhance product quality while enjoying a culture that values diversity and inclusion. If you're eager to tackle challenges and make a meaningful impact, this opportunity is perfect for you.

Benefits

Competitive salary

Great corporate culture

Mentorship opportunities

Diversity and inclusion initiatives

Qualifications

• 1 year of relevant work or co-op experience in IT support.
• Bachelor's degree in IT or Computer Engineering is required.

Responsibilities

• Own customer issues from initial contact to resolution, ensuring SLAs are met.
• Provide technical and non-technical direction to customers.

Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Customer Support

Technical Support

Education

Bachelor's Degree in Information Technology

Bachelor's Degree in Computer Engineering

Tools

Jira Service Management

Job description

Product Support Specialist

Viv Technologies

At Viv Technologies, we’re passionate about the power of digital transformation done right. That means continuously improving our home care software platform, built specifically for multi-site home care operators. We’re proud to support some of North America’s biggest home care operators. Together, we help tens of thousands of clients safely age in the comfort of their homes.

Position Summary:

The Product Support Specialist is responsible for investigating and recreating issue reports, assisting the Implementation Team with customer support, and diagnosing issues. The role acts as the first-line of debugging and problem-solving for both internal and external stakeholders. This role is essential to ensuring that our customers can run their operations smoothly and are satisfied with their experience, and that product quality is maintained and improved.

The Product Support Specialist will have the opportunity to interact with cross-functional teams and learn about many different aspects of product and IT management.

This role is based in Toronto. Though we're currently working remotely, we're only considering candidates who reside in or are in easy reach of the GTA.

What You’ll Be Doing:

1. Take ownership of customer issues driving them from initial communication, through investigation to eventual resolution with various priorities in order to meet SLAs.
2. Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help our customers and end users.
3. Work directly with a small, agile, cross-functional team including engineers.
4. Debug errors within customers' integrations.
5. Escalate inquiries to senior technical support or software engineers accordingly.
6. Provide feedback to the Product Team on what features or enhancements may improve the product.

What You Bring:

1. 1 year of relevant work and/or co-op experience.
2. Bachelor's Degree in Information Technology, Computer Engineering, or related equivalent experience.
3. Experience with Jira Service Management or other service desk management experience is strongly preferred.
4. Experience in IT/technical support is strongly preferred.
5. Detail and results-oriented, self-motivated and persistent.
6. Excellent interpersonal and communication (verbal and written) skills.
7. Demonstrated analytical, problem-solving and decision-making skills.
8. You enjoy a challenge, are curious and love innovating new things, are passionate about finding solutions, take ownership, and are a team player.

What We Offer:

1. Competitive salary and benefits.
2. A great corporate culture that works with your lifestyle.
3. A chance to work with a strong team that values the opinions of every member.
4. Opportunities to be mentored and grow your skills.
5. We embrace the uniqueness and perspectives of the community of people who work here and our clients. Fostering an environment that reflects and supports diversity, equity, and inclusion is one important way in which we do this.
6. We welcome candidates with disabilities. Related questions/requests may be sent to [e-mail].