Technical Support (Software/Product)

Job Description

Reporting to the Tech Review Manager, Technical Support will be primarily responsible for screening and providing technical assistance for the WinAir product lines. You will work closely with customers to address their problems and questions by providing guidance and/or solutions in a professional manner. Our end goal is that you become a certified member of our Product Specialists’ Resource group, a critical team of product/software Subject Matter Experts with the capability and cross-functionality to support various teams and initiatives throughout our business lifecycle, including training. This role’s progression path varies based on your aptitude, ability and drive, as well as our business demand and role availability. As you develop within the role, your ongoing commitment to life-long learning is paramount. Both the company and your own self-drive and initiative will make you successful and passionate about what you and what we do.

Principal Acccountabilities

• Communicate with customers via in-house database, remote desktop technology and phone;
• Download, extract and analyze customer databases for testing purposes;
• Assist with database preparation, data conversions for system upgrades, and installations;
• Propose appropriate and creative solutions to problems discovered during testing;
• Take ownership of technical issues and collaborate with developers, sales, training staff and customers to resolve issues;
• Assist with customer software installations, data conversions, and system upgrades;
• Provide written and verbal responses to customer queries;
• Assist in developing and documenting user testing scenarios;
• Write installation and support procedure documentation;
• Evaluate and test software for quality assurance as assigned; and
• Other duties as assigned.

Qualifications

• College Diploma in computer/technology-related discipline OR equivalent experience
• Technical support experience working with software applications or equivalent
• Excellent presentation skills and ability to communicate new ideas effectively
• Training experience preferred
• Experience working with MS SQL preferred
• Sound analytical, problem-solving and decision-making skills
• Must be professional and clear in articulating the message when interacting with clients
• Strong communication skills, both verbal and written
• Excellent organization skills to manage multiple tasks in a fast-paced environment
• Technical aptitude and proficiency with general information technology to learn new software and supporting applications

Please send your resume and a detailed cover letter explaining your experience, knowledge, and ability towards this career path, and why we need to speak with you, to hr@winair.ca. Please include the position title in the subject line. Thank you in advance for your interest. Only those candidates selected for an interview will be contacted. If you require any accommodation at any point in the recruitment process, please let us know.