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IMS Infrastructure Management Services: Technical Support Agent

IMS Infrastructure Management Services

This is a Full-time position in Waterloo, QC posted February 26, 2021.

Reporting to the Customer Service Desk Manager, the Technical Support Agent is responsible for providing superior customer and technical support for our customers, processing and escalating external and internal requests by following the department’s processes and SLAs.

You are passionate about driving technical support initiatives and are an evangelist of the user experience, tech savvy, with a passion for representing the values of our business!Monitor, process, investigate and resolve all customer requests, inquiries, and technical issues, as well as internal requests driving towards a resolution within the SLA requirements.

Analyze data and logs to investigate and diagnose technical issues.

Determine appropriate troubleshooting steps, work-around or fix to resolve technical issues.

Provide accurate, complete, and professional responses to our customers by phone, ticket system and email.

Document technical details of each investigation.

Identify trends.

Extract data and produce reports.

Contribute to the Product Knowledge Base by providing clear, well written documentation.

Ensure service delivery benchmarks such as customer satisfaction, phone-based activities, resolution, schedule adherence, case documentation and case wellness are met or exceeded.

Additional duties as required Requirements Completed post-secondary education in Computer Science or IT related field.

3-5 years of previous technical support experience.

3-5 years of previous customer service experience.

Self-starter; strong problem solver; ability to drive results.

Experienced and comfortable with SQL querying and SSH commands.

Proven technical skills on a variety of hardware and software systems (WinSCP, SQL client, PuTTY).

Excellent communication skills, both written and verbal.

Customer-service oriented, including the demonstrated ability to work with both internal and external stakeholders.

Experience and comfortable with manipulating Excel reports (pivot tables, VLOOKUP).

Experienced with JIRA or other ticketing system.

Committed to continuous learning.

Great attitude, team player and strives for excellence Knowledge of the following is an asset Android or iOS Development Server Development Fluency in a foreign language, preferably Spanish, French or German BenefitsIMS (Insurance and Mobility Solutions), is a leader in connected car and telematics services.

We provide services and analytics to insurers, governments and enterprises.

We are proud to be the developer of the industry acclaimed; cloud based “Drive-Sync” connected car platform.

From insurers and governments, to dealerships and everyday drivers, we’re proud to produce technology that makes driving – Safer.

Smarter.

Greener.