Software Technical Support Specialist

Join our C.R.E.W.!

For over 30 years Maximizer has been delivering flexible, intelligent and secure CRM solutions to small and medium business around the world. Join our fun loving C.R.E.W. — Creative Responsible Engaged Workforce, in helping our clients run more productive, successful businesses.

We are looking for a highly motivated Tier 2 Technical Support Specialist. Act as a technology expert to resolve client inquiries and escalations via telephone, chat and email, you will be responsible for obtaining a clear understanding of the request or issue and gathering evidence (steps to recreate, screen share & shots, etc..) for resolution, analysis or escalation. You will also be responsible for documentation of all cases, along with case administration, triage and management.

Key Responsibilities, Required Qualifications, Benefits & Perks

Key Responsibilities and Contributions:

  • Respond to call, email and chat requests in a customer centric and professional manner within service level objectives and in accordance with performance metrics.
  • Identify and escalate priority issues appropriately.
  • Open and update cases in a CRM with accurate customer profiles and system record information for all reported issues and/or inquiries.
  • Communicate case status to customers.
  • Provide first response resolution whenever possible and decrease overall resolution time through technical expertise.
  • Participate in case review meetings for issues escalated to product development
  • Provide recommendations for process and product improvement.
  • Answer developer and end user questions through the development life cycle
  • Complete functional testing on assigned projects

 

Required Experience and Skills:

  • Intermediate knowledge of MS Word/Excel, Outlook Add-ins, Windows OS, Internet Browser and Windows Server
  • Strong experience working with SQL servers and relational database systems.
    • Knowledge of SQL Server and IIS Server to configure Web Based Enterprise Application
    • General production support including SQL querying databases, SQL Server Integration Services, creating reports, SQL Server Reporting Services and SQL Server Analysis Services report creation running   recurring reports, etc…
    • Develops and executes SQL scripts to resolve production issues and create reports
  • Data investigation and reporting
    • Able to extract data from operational systems and reporting databases using a variety of tools.
    • Understand and identify relationships within the data and between databases, understand requirements of the customer, and the location of required data.
    • Validate accuracy of the results and provide meaningful insights.
  • Work Management
    • Manage and prioritize multiple tasks
    • Ability to manage ambiguity and shifting priorities
    • Communicate status clearly and timely to management and other team members.
    • Provide accurate time reporting and reasonable estimates for work efforts.
    • Document methods, business requirements, SQL coding, and reporting criteria to a level consistent with departmental standards

 

Benefits & Perks:

  • Full benefits package & RRSP matching
  • 3 weeks’ vacation to start
  • Trendy brand new head office near Downtown/Yaletown Vancouver; employees will enjoy local vendor discounts from surrounding businesses
  • Friendly working environment and lots of company team-building events

About Maximizer

Maximizer CRM is a profitable, privately owned 100-employee SaaS Company, which is fueling the growth of businesses around the world. Our CRM solutions come fully loaded with the core Sales, Marketing and Service functionality companies need to optimize sales productivity, accelerate marketing and improve customer service. With flexible on-premise, our cloud and your cloud deployment options, tailored-to-fit flexibility, state-of-the art security infrastructure, industry-specific editions and anywhere/anytime mobile access, Maximizer is the affordable CRM solution of choice.

From offices in North America, Europe, Middle East, Africa and AsiaPac, and a worldwide network of certified business partners, Maximizer has shipped over one million licenses to more than 120,000 customers worldwide.

If you are interested in joining our team, please email your resume to careers@maximizer.com with the subject line  “Software Technical Support Specialist.” We thank you for your interest in Maximizer. Only those short-listed for an interview will be contacted. Please, no phone calls or drop-ins.

Check out more about us on our website http://www.maximizer.com/company/careers/