Technical Support Engineer

Achievers   •  

Toronto, ON

Less than 5 years

Posted 268 days ago

This job is no longer available.

We hire ambitious professionals who thrive on their entrepreneurial spirit and want to Change the Way the World Works.  As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and L.O.V.E. our culture. Achievers is more than just a software company; we are industry leaders in the HR space. 

Overview:

We are looking for a highly motivated, energetic and outgoing individual with excellent communication skills to join our team. You aim to please and stop at nothing to deliver for your clients. You have a preference for an aggressive, entrepreneurial company where change happens on a daily basis. You want to be challenged in your work and be recognized and rewarded when you go above and beyond (which is often!) Most importantly, you want to be in a place that’s full of people like you- A players who are fiercely intelligent, share a passion for their work, and know how to have fun!   

Responsibilities:

As a Technical Support Engineer, you will:

  • Deliver unforgettable customer service by finding innovative solutions to meet customer needs
  • Assist with Technical workload
  • Assist internal teams with troubleshooting as needed
  • Act with a sense of urgency to ensure client issues are resolved as quickly as possible
  • Communicate effectively with internal and external stakeholders, follow up and deliver on action items
  • Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
  • Manage software migrations and upgrades (HRIS, SSO)
  • Laisse with Customer Success team and resources on client’s side to work through issues, structural program changes, data changes, upgrades, and migrations
  • Ensure best practices are followed and identify opportunities for efficiency
  • Meet or exceed service level agreements (SLA targets) and other measures of success

Qualifications:

As a Technical Support Engineer, you:

  • Have 1-3 years of customer/ support work experience
  • Have completed a bachelor’s degree
  • CRM (Salesforce) experience is an asset
  • Experience using JIRA an asset
  • Have strong communication, problem solving, critical thinking and interpersonal skills; articulate and creative
  • Are fluent in computer applications (MS Word, Excel, Outlook)
  • Basic HTML, PHP and SQL skills an asset
  • Ability to understand technical aspects of software functions
  • Experience working in a team-oriented environment is preferred
  • Ability to work extended hours
  • Experience in addressing support tickets/requests in a queue environment
  • Experience in a metrics driven environment is preferred
  • Are an independent self-starter with a sense of urgency, proven results orientation. You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role.

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