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 Software 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:

  1. Customer & Technical Support
    • Answer calls based on queue priority from routing system.
    • Respond to email requests in accordance with service level agreements, standard operating procedures and performance metrics.
    • Open and update cases in a CRM for all reported issues and/or inquiries.
    • Communication of case status to customers.
    • Strive to provide first response resolution through technical expertise and continue technical development.
    • Conduct analysis and adequately document and assign to Tier 3 as required.
    • Strive to increase Tier 2 first call resolution.
    • Strive to increase Tier 2 time to answer.
    • Identify and escalate priority issues appropriately.
    • Handle cases as assigned based on workload and priorities.
    • Participate in case review meetings for issues escalated to product development.
    • Perform all required tasks in a customer centric and professional manner within service level objectives and in accordance with performance metrics.
    • Support implementation and customer onboarding activities, as required.
    • Support Cloud version of Maximizer CRM using all type of Internet Browser and related Add-ons integration
  1. Administration & Training
    • Provide recommendations for process improvement.
    • Perform other support and reporting duties, as assigned.
    • Continuously strive to improve product.
    • Provide training and knowledge transfer, as required.
    • Maintain current and accurate customer profiles and system record information within the CRM.

Required Experience and Skills:

  • 3+ years relevant work experience in a similar role
  • Intermediate knowledge of SQL Server and IIS Server to configure Web Based Enterprise Application
  • Basic knowledge of MS Word/Excel, Outlook Add-ins, Windows OS 7/8/10, Internet Browser and Windows Server 2012/2016
  • Customer orientated and empathetic; experience building and maintaining customer relationships
  • Able to engage with clients who are having technical difficulties to provide a resolution or gather enough detail to assist with escalation and resolve.
  • Able to work in accordance of the outlined policies, and/or procedures within given SLOs.
  • Able to be the liaising interactions with customers, Tier 2 and internal stakeholders, as required.

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 Asia Pacific, and a worldwide network of certified business partners, Maximizer has shipped over one million licenses to more than 120,000.

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.

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