Technical Support Specialist

Introduction

You will be a member of a high performing team with responsibility for supporting enterprise level customers and ensuring the quality of Bluink’s products. Strong communication skills, attention to detail, a customer-focussed mentality, and the ability to meet deadlines are critical to this role.

Responsibilities

• Take ownership of the technical support process and the ability to see problems through to resolution.
• Work closely with Development and Product Management to identify and troubleshoot client issues.
• Provide prompt and accurate information to customers in both English and French.
• Update product knowledge base and documentation as needed.
• Identify and document issues with clear, concise, steps to reproduce.
• Assist in project quality assurance testing and running automated test scripts.

Desired qualifications

• Bachelor's degree in a technical field or equivalent practical experience.
• 2+ years of experience in a technical support role.
• Excellent verbal and written communication and interpersonal skills.
• Excellent multitasking skills and ability to manage competing priorities.
• Capable of understanding the technical aspects of multiple complex systems.
• Strong troubleshooting skills and the ability to diagnose client issues in a timely manner.
• Experience with directly supporting enterprise-level customers.
• Fluently bilingual in English and French (both oral and written) is an asset.
• Familiarity with issue tracking systems (JIRA), source control (git), Linux, and command line tools is an asset.
• Knowledge of mobile app platforms (iOS/Android) is an asset.
• Programming experience is an asset.

Location: Ottawa, Ontario

Perks

• Energetic start-up environment (felt even with team currently working remotely).
• Challenging assignments/projects.
• Complimentary access to applicable Udemy online learning courses.
• MacBook or PC laptop access.