Technical Support Analyst (Spanish Fluency)

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Job Description

We are recruiting for a Technical Support Analyst to provide outstanding customer service. Fluency in English, both spoken and written is essential.  Es valioso el dominio del idioma español.

In this role, you would:

  • Act as a personable and helpful first contact for our customers, taking care to foster a positive customer relationship in every contact.
  • Exhibit patience in working with new and non-technical customers.
  • Demonstrate the ability to prioritize issues and execute efficiently in providing solutions.
  • Work efficiently with software design and verification colleagues in troubleshooting escalated issues and developing workarounds.
  • Leverage the value of support calls by adapting your knowledge into knowledge base content. Routinely review and update knowledge base content as you use it.
  • Moderate and contribute to online customer support forums.
  • Assist in providing training and familiarizing new customers with the product.
  • Assist in, and sometimes lead, the writing of product documentation.
  • Assist in setting up, and sometimes delivering, demonstrations of the product.
  • Assist in maintaining regular contacts with customers to elicit feedback and encourage growth in the use of the product.
Job Qualifications
  • A degree in a technical field or equivalent work experience is preferred.
  • Experience or capability to work with data formats like XML and CSV.
  • Experience analyzing logs and using log analysis tools for troubleshooting issues.
  • Passion for mobile devices and their operating systems (iOS, Android, Blackberry, Windows Phone, Windows Mobile).
  • Familiarity with social media and cloud-based services.
  • Previous experience in providing customer support is highly desired, especially for software and technical services. Previous experience with ticketing systems and knowledge base systems is an asset.
  • Ability to periodically work evenings and weekends based on a set schedule is a requirement.

The ideal candidate is a motivated, hardworking and a creative thinker who is effective in either a team or independent environment. He or she should have excellent communication and problem solving skills. Given our rapidly changing environment, the successful candidate will have an ability to comprehend and adapt quickly to new situations and technologies. They should be able to demonstrate initiative, flexibility and leadership skills.

This position is located in Kanata.


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