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Application Support Technician – Tier 1

Summary

Reporting to the Director of Customer Success, Application Support Technicians provides post sales, front line technical support to administrators and end users of the Agreement Express SaaS platform.

Location

Toronto

Duties and Responsibilities

  • Learns AEX platform to have exceptional knowledge of the system and the typical customer use cases.
  • Consults and provides support for all users of the application on the phone and via email.
  • Utilizes ZendeskĀ  issue tracking system to log, track, triage, and prioritize issues.
  • Identifies problem and determines solution or triages to Level 2 Support
  • Collaborates with Level 2 and Level 3 support to resolve issues and meet acceptable internal resolution time standards.
  • Maintains appropriate communication with customer throughout the resolution timeframe.
  • May compile, produce, and distribute customer facing release note documentation in conjunction with regular software release cycles.
  • May provide customer training in certain circumstances
  • May complete application configuration work for new customer activations

Qualifications and Education

  • Previous experience in customer service or customer facing role is required
  • Graduate in a technical or computing science field, or equivalent experience an asset

Skills and Abilities

  • Exceptional communication skills
  • Able to translate and understand non-technical conversations
  • Able to quickly understand which questions to ask in order to resolve issues in the moment as well as work internally to ensure the issue can be avoided in the future.
  • Knowledge of both the Wealth and Payment industries is a valuable asset.
  • Excels in time management and understanding and able to gain efficiencies in both issue troubleshooting and client communication

Accountabilities

  • Responds to inbound inquiries to defined departmental standards
  • Resolves issue tickets to defined departmental standards

Technology Used

  • Agreement Express
  • Redmine
  • Zendesk
  • SQL

How to apply

Send your resume, cover letter, and availability to careers@agreementexpress.com with the subject line "Application Support Technician – Tier 1."

No recruiters or staffing agencies please. Only candidates who are legally eligible to work in Canada will be considered.

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