Technical Support Engineer – Canada Office


About Us:

Globitel is a leading software solution provider in Workforce Optimization, Speech Quality & Analytics. Our mission is to become the trusted solution partner of choice in contact centers. Our innovative technological developments are setting industry standards in “Customer Engagement”.

We are seeking driven fresh graduates with a background in computer sciences who can be a Technical Support resource to assist in customer projects and resolve support issues. The candidate will assist sales in pre-sales activities they will also handle customer support issues, diagnose, troubleshoot and identify solutions. They will follow a standard procedures and escalation process used by Globitel. This is a great opportunity to join an expanding company who will help you grow individually as your career progresses and strive in an environment where your skills and knowledge will be highly valued and optimized.

Location:

Toronto, Canada.

Job Responsibilities:

  • Diagnose and troubleshoot technical issues, including cloud configuration setup
  • Track and resolve customer support issues within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Assist in project implementation
  • Ensure all issues are properly logged
  • Follow up with customers to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Research and identify solutions to software and hardware issues
  • Maintain jovial relationships with clients

Requirements

  • BS degree in Information Technology, Computer Science or relevant field
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Knowledge in SQL database
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills
  • Intern work as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role would be a plus
  • Additional certification in Microsoft, Linux, Cisco or similar technologies would be a plus
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