Technical Support Specialist

Hornetsecurity; Montreal; On-site; CAD 45,000 - 70,000; Full time

Job summary

Join a dynamic and innovative company as a Technical Support Specialist, where you will play a crucial role in diagnosing and resolving technical issues for corporate clients. This permanent full-time position offers a chance to work in a collaborative environment that values independence and personal development. With opportunities for flexible working hours and a supportive team culture, you will engage with clients and contribute to their success while enhancing your own skills in a growing international setting. This role is perfect for those who thrive in a fast-paced atmosphere and are eager to make a difference.

Benefits

Home-office options

Flexible working hours

Group insurance plan

Be-Active Bonus

Opportunities for personal and professional development

Team events

Innovative environment

Flat hierarchies

Additional sick leave

Public holidays

Qualifications

• Fluency in English and French is required; additional languages are a plus.
• Experience with Windows Server OS and troubleshooting tools is essential.

Responsibilities

• Diagnose and resolve technical issues for corporate clients via various channels.
• Build personal relationships with customers to enhance their experience.

Skills

Analytical Skills

Problem-Solving

Customer Etiquette

Networking Protocols

Windows Server Troubleshooting

Self-Motivation

Hyper-V

VMware

Network/System Administration

Microsoft VSS

Job description

Hornetsecurity is a leading global Email Security & Backup solutions provider. We are looking for a Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a permanent full-time role (40 hours per week), with an immediate start date.

Tasks

1. You will diagnose and resolve our corporate clients' technical issues over the telephone, email, and online chat in the areas of system configurations, product functionality, and bugs/enhancements.
2. You build personal customer relationships and focus on offering an excellent customer experience.
3. You escalate issues to our development team and coordinate such issues until they are resolved.
4. You convey customer feedback to product development staff.
5. You keep customers informed on how and when issues are resolved.
6. You interact with other teams to provide comprehensive and high-quality support.
7. You assist in user education.
8. You work in a 24/7 shift system with reliable planning. Depending on the shift, there are attractive bonuses and compensation days.

Requirements

1. You have excellent logical, analytical, and problem-solving skills.
2. You possess good customer etiquette and can manage high-profile customers under pressure.
3. You have experience troubleshooting Windows Server issues using inbuilt Windows applications such as Event Log Viewer, netstat, etc.
4. You have a good understanding of basic networking protocols.
5. You are fluent in English and French; additional languages are a plus.
6. You are a quick learner and self-motivated.
7. You have knowledge or experience with Hyper-V and/or VMware virtualization platforms.
8. You have previous experience in network/system administration.
9. You have a deep understanding of Windows Server OS (file system, registry, memory, security, process models).
10. You have knowledge or experience with Microsoft VSS.

Benefits

1. Innovative environment with space for independence in a growing international company.
2. Opportunities for personal and professional development.
3. Flat hierarchies and open communication.
4. Home-office options and flexible working hours.
5. Additional sick leave and public holidays.
6. Group insurance plan.
7. Way to Work Goodie.
8. Be-Active Bonus – allowances for memberships in fitness and sports clubs.
9. Team events and global meetings.