Product Technical Support Tier 2

Ottawa - Canada

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Reporting to the Manager Product Technical Specialist the Product Technical Support Tier 2 is responsible for providing advanced technical support to customers and internal users. This role involves troubleshooting complex technical issues offering solutions and ensuring customer satisfaction. The ideal candidate will have strong technical expertise excellent problem-solving skills coaching skills and the ability to work independently and as part of a team.

Advanced Troubleshooting: Responsible for the advanced troubleshooting of technical issues or user reported problems
In-Depth Issue Understanding: Work with the end-users (such as our clients suppliers and internal super users) or Tier 1 colleagues to understand product issues more in-depth
Proactive Communication: Communicate proactively to internal end-users regarding expected or identified issues
Queue Management: Effectively manage Product Support Tier 2 queue by updating cases and tracking interactions in the ticketing system for timely responses and accurate records.
Issue Reproduction and Definition: Find path to reproducing and clearly defining identified product issues raised by our clients and suppliers
Logging Tools Utilization: Advanced utilization of logging tools to identify and provide necessary logs for investigation
Issue Summarization: Summarize ongoing product issues for management and Assent leadership
Issue Extrapolation: Identify patterns from reported problems to predict potential widespread issues.
JIRA Ticket Management: Responsible for creation and updating of Jira tickets related to reported bugs
Issue Escalation Cases: Handle escalated customer issues and providing updates on a timely manner.
Knowledge Base Documentation: Assist in developing and updating technical support documentation and knowledge base articles.
Interdepartmental Collaboration: Collaborate with other departments to resolve customer issues and improve product functionality.
Expert Application Use: Become an expert user of Assent Applications
Mentoring and Coaching: Ability to mentor and coach Tier 1 agents by providing guidance on issues
Continuous Learning: Stay up-to-date with product updates technologies and best practices to provide high-quality support.

Qualifications :

We strongly value your talent energy and passion. It will also be valuable to Assent if you have the following qualifications.

Great verbal and written communication skills primarily in English able to summarize information clearly and concisely
Bachelors Degree/Higher Diploma from a recognized learning institution or relevant experience
3 years of experience in a technical support role with at least 1 year in a Tier 1 or higher position.
Technical Expertise: Strong technical background with proficiency in troubleshooting and resolving complex technical issues.
Proficiency in using advanced troubleshooting tools e.g SQL API.
Problem-solver who is a fast learner self-motivated and willing to go the extra mile
Proficiency in using ticketing systems (e.g. Salesforce JIRA) and remote support tools.
Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.
Strong customer service orientation and the ability to handle difficult situations with professionalism.
You excel at managing multiple tasks and priorities independently thriving in fast-paced and dynamic environments with high adaptability and flexibility.

You have a natural curiosity about technology and AI constantly seeking to understand how they work and exploring their potential.

You are a critical thinker and can suggest implement and support efficient and effective workarounds

You are a diligent detail-oriented and conscientious individual who consistently works towards providing solutions achieving excellence and driving results.
You consider yourself a lifelong learner you have an insatiable thirst for knowledge and are always striving to self-improve
You are proficient in the use of MS Office Suite Google Applications and other Office productivity tools.

Additional Information :

Life at Assent

Wellness: We believe that you and your familys well being is important. As a result we offer vacation time that increases with tenure comprehensive benefits packages (details vary by country) life leave days and more.

Financial Benefits: Its not all about the money well its a little about the money. We understand that financial health is important and we offer a competitive base salary a corporate bonus program retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent we are committed to growing and sustaining an environment where our team members feel included valued and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences and fostering a culture of belonging where all team members are included treated with dignity and respect promoted on their merits and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process please contact and we will be happy to help.

Remote Work :

Yes

Employment Type :

Full-time

Advanced Troubleshooting: Responsible for the advanced troubleshooting of technical issues or user reported problems
In-Depth Issue Understanding: Work with the end-users (such as our clients suppliers and internal super users) or Tier 1 colleagues to understand product issues more in-depth
Proactive Communication: Communicate proactively to internal end-users regarding expected or identified issues
Queue Management: Effectively manage Product Support Tier 2 queue by updating cases and tracking interactions in the ticketing system for timely responses and accurate records.
Issue Reproduction and Definition: Find path to reproducing and clearly defining identified product issues raised by our clients and suppliers
Logging Tools Utilization: Advanced utilization of logging tools to identify and provide necessary logs for investigation
Issue Summarization: Summarize ongoing product issues for management and Assent leadership
Issue Extrapolation: Identify patterns from reported problems to predict potential widespread issues.
JIRA Ticket Management: Responsible for creation and updating of Jira tickets related to reported bugs
Issue Escalation Cases: Handle escalated customer issues and providing updates on a timely manner.
Knowledge Base Documentation: Assist in developing and updating technical support documentation and knowledge base articles.
Interdepartmental Collaboration: Collaborate with other departments to resolve customer issues and improve product functionality.
Expert Application Use: Become an expert user of Assent Applications
Mentoring and Coaching: Ability to mentor and coach Tier 1 agents by providing guidance on issues
Continuous Learning: Stay up-to-date with product updates technologies and best practices to provide high-quality support.

Qualifications :

We strongly value your talent energy and passion. It will also be valuable to Assent if you have the following qualifications.

Great verbal and written communication skills primarily in English able to summarize information clearly and concisely
Bachelors Degree/Higher Diploma from a recognized learning institution or relevant experience
3 years of experience in a technical support role with at least 1 year in a Tier 1 or higher position.
Technical Expertise: Strong technical background with proficiency in troubleshooting and resolving complex technical issues.
Proficiency in using advanced troubleshooting tools e.g SQL API.
Problem-solver who is a fast learner self-motivated and willing to go the extra mile
Proficiency in using ticketing systems (e.g. Salesforce JIRA) and remote support tools.
Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.
Strong customer service orientation and the ability to handle difficult situations with professionalism.
You excel at managing multiple tasks and priorities independently thriving in fast-paced and dynamic environments with high adaptability and flexibility.

You have a natural curiosity about technology and AI constantly seeking to understand how they work and exploring their potential.

You are a critical thinker and can suggest implement and support efficient and effective workarounds

You are a diligent detail-oriented and conscientious individual who consistently works towards providing solutions achieving excellence and driving results.
You consider yourself a lifelong learner you have an insatiable thirst for knowledge and are always striving to self-improve
You are proficient in the use of MS Office Suite Google Applications and other Office productivity tools.

Additional Information :

Life at Assent

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

If you require assistance or accommodation throughout any part of the interview and selection process please contact and we will be happy to help.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

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About Company

Assent

Assent is the leading solution for supply chain sustainability tailored for the worlds top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assen ... View more

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