Technical Support Analyst, Support Operations

BlackBerry; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in secure communications is seeking a Technical Support Analyst dedicated to providing top-tier support for their software solutions. Candidates should demonstrate excellent communication skills and a commitment to high service standards in a 24/7 environment. This role involves troubleshooting, customer engagement, and continual learning of new technologies to enhance the customer experience.

Benefits

Comprehensive health insurance plans

Access to training programs and career advancement

Qualifications

• At least 2 years experience supporting Enterprise customers.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first-line technical support to customers.
• Create quality-focused content to assist customers.

Skills

Customer Ownership

Problem Solving

Communication

Job description

Worker Sub-Type:

Regular

Job Description:

• Overview

  As a member of our Enterprise Technical Support team, you will be a trusted and skilled analyst providing support for a variety of BlackBerry software solutions. Our team supports our “Secure Communications” portfolio including BlackBerry UEM, SecuSUITE, Workspaces, BBM-E, and others.

  The Technical Support Analyst is responsible for troubleshooting and resolving technical issues, providing root cause analysis, building confidence in BlackBerry products & services, and maintaining World Class customer satisfaction.

  You will analyze customer data, review documentation and knowledge base articles, solicit feedback from the global Technical Support team and work with Technical Account Managers (TAMs) and BlackBerry leaders to rapidly identify solutions for customers.

  As a 24x7x365 operations, the Customer Support Organization (CSO) has multiple shifts including evenings and weekends to ensure we are there for our customers at any time of the day. You will be required to participate in our shift schedules, based on demand and customer needs, including on-call schedules.

• Essential Responsibilities
• Provide first-line technical support to customers via multiple mediums, addressing inquiries and resolving issues related to BlackBerry products.
• Demonstrate customer ownership and a commitment to World Class customer experience.
• Understand the opportunities to create compelling knowledge articles (written, video/audio) that can be consumed by internal staff and customers alike to resolve known issues quickly and effectively.
• Create quality-focused content (KBs, videos, recorded or live webinars etc.) in a time-sensitive manner to reach as many customers as possible.
• Stay up to date on the latest Blackberry products and services, industry best practices, and customer needs; attends applicable training, conferences, and learns new tools & products as needed.
• Learn and develop new skills quickly as needed.
• Protect BlackBerry operations by keeping information confidential.

• Essential Skills and Qualifications
• Unrelenting desire to delight customers under any condition.
• Flexibility and commitment to maintaining high service standards around the clock.
• Willingness to work in a 24x7x365 environment, including nights, weekends, and holidays as required.
• Ability to convert highly technical concepts into easy-to-understand instructions.
• Willingness and ability to learn new skills and products.
• Rational and logic-based approach to solving problems.
• Ability to remain professional under pressure.
• At least 2 years experience supporting Enterprise customers.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• A deep understanding of Technical Support organizations and their methods of service delivery
• Demonstrable skills collaborating with a cross-functional team
• Resilient to setbacks and can maintain positivity and motivation
• Excellent communication skills, written and verbal.

• Important attributes
• Fluent in English and German (written and verbal).
• Already has or will achieve Canadian security clearance.
• Already has or will achieve US security clearance.

• Helpful but not essential
• Fluent in English and French (written and verbal).

• Benefits
• Competitive Salary: Attractive compensation package based on experience and qualifications.
• Health and Wellness: Comprehensive health insurance plans, wellness programs, and employee assistance services.
• Professional Development: Access to training programs, certifications, and career advancement opportunities.

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Scheduled Weekly Hours:

40