Senior Success Team Specialist

Riva International, Inc.; Canada; Remote; CAD 60,000 - 85,000; Full time

Job summary

Riva International, Inc. is seeking a mid-senior level technical support professional to join their Success Team. The role involves managing customer inquiries, providing remote troubleshooting, and supporting cloud and on-premises solutions. Ideal candidates will have extensive experience in customer service, relevant technical certifications, and strong communication skills. Riva offers a comprehensive compensation package and values diversity and inclusion within its workforce.

Benefits

Comprehensive compensation package including RRSP/IRA matching

Paid vacation starting with 3 weeks

Paid wellness time for mental health

Paid volunteer time

Extended health, dental, and life insurance

Professional development and training allowances

Qualifications

• 5+ years of experience in customer service support roles.
• Fluent in written and spoken English.
• Industry certifications (Salesforce, Microsoft, Amazon, etc.) are a plus.

Responsibilities

• Manage initial support requests and troubleshoot issues.
• Deliver remote installation and support for clients.
• Document activities and create development tickets.

Skills

Customer service support

Troubleshooting

Time-management

Documentation

Collaboration

Education

Relevant computing diplomas or certifications

Tools

Zendesk

Jira

Fiddler

PowerShell

Git

Splunk

Job description

3 weeks ago Be among the first 25 applicants

What You Will Be Doing

Reporting to our Success Team Manager, we are seeking team members who are flexible to support a 24-hour, 5-day workweek schedule. Please note that the majority of our core support shifts are from 8:00 a.m. to 4:30 p.m. local time, as we provide global product support to our clients.

You will manage initial support requests, gather details and examples to accurately diagnose and resolve issues, or escalate as needed. Troubleshooting is done remotely via screen share applications and documented in our support ticketing system. You will work with new clients and scenarios almost every day, empowered with technical expertise and the freedom to forge your path in the best interest of our customers.

More Specifically, Your Responsibilities Will Include

• Respond effectively to customer inquiries, providing clear and professional communication
• Work remotely from a quiet, interruption-free environment
• Deliver remote installation, configuration, and support for Riva Cloud and Riva On-premises customers and internal teams
• Provide remote troubleshooting and technical support
• Assist in testing and documenting installation and configuration processes
• Document activities in Zendesk and create development tickets in Jira
• Escalate support calls to senior team members as needed
• Maintain knowledge base resources and support customer self-service

What You Bring To The Role

• 5+ years of experience in customer service support roles
• Industry certifications (Salesforce, Microsoft, Amazon, etc.)
• Fluent in written and spoken English
• Strong time-management skills
• Relevant computing diplomas or certifications
• Knowledge of web server administration (IIS, .Net Framework, Windows Server 2012+)
• Proficiency in scripting languages like PowerShell
• Experience with tools like Fiddler, F12 Developer tools, Splunk
• Ability to document procedures clearly and concisely
• Experience with C#, source control (Git/SVN)
• Advanced troubleshooting skills for server and browser issues
• Experience with Application Messaging (Web Socket, REST API, SOAP API)
• Ability to collaborate with development and QA teams to identify and resolve bugs

Bonus Points For

• Additional language skills
• Experience with CRM systems like Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle
• Experience with messaging systems like Exchange, Office 365, Google Apps, IBM Notes
• Interest in long-term career in technical support and training

Core Competencies for Success

• Integrity & Accountability
• Collaboration
• Business Acumen
• Design Thinking
• Analytical Thinking & Decision Making
• Achievement Focus
• Leadership, Strategic Vision & Planning
• Operational Alignment & Coordination
• Innovation

More About Riva

We are an Edmonton-based software development company with a global footprint, specializing in creating seamless data flow between applications and CRM systems, enhancing productivity and data accuracy.

Our culture fosters diversity, equity, inclusion, and fun, encouraging curiosity, learning, growth, and contribution among our team members.

What We Bring To The Table

• Comprehensive compensation package including RRSP/IRA matching
• Paid vacation starting with 3 weeks
• Paid wellness time for mental health and personal benefits
• Paid volunteer time
• Extended health, dental, and life insurance
• Professional development and training allowances

Must hold a valid work permit or be a Canadian citizen or permanent resident.

Riva is an equal opportunity employer, considering all qualified applicants without discrimination.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Strategy/Planning and IT
• Industry: Software Development