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Located in Montreal, Quebec, eXplorance Inc. has built an impressive client base - quickly.
Since opening our doors in 2003 as a privately-held company, we've earned a leadership role as a global Enterprise Feedback Management (EFM) System solution provider counting organizations like the University of Pennsylvania, LendingTree.com, the University of Toronto, Nexen Inc. and NASA among our many satisfied clients.
We are presently seeking a Customer Support Engineer whose main responsibilities will include case handling, customer relation management, and ensuring a high level of customer focus throughout our organization.

Main Job Tasks and Responsibilities:

• Provide tier 2 customer support
• Respond promptly to customer inquiries either by telephone or email
• Troubleshoot and resolve customer issues
• Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
• Maintain established service level agreements (SLA)
• Utilize prioritization and time management skills and escalate requests as needed
• Monitoring and management of customer support cases
• Conduct follow-ups internally and with the client until the customer support case is resolved
• Install, manage and/or upgrade hosted websites
• Assist in new implementations
• Assist in software upgrades of existing customers
• Providing basic technical and web application training to new customers when required
• Communicate and coordinate with internal departments when addressing software bugs or new releases
• Occasionally perform Quality Assurance tasks for testing of new software versions
• Be willing to work outside of "normal" business hours to provide support coverage for our international customers in their time zone work hours

Skills and Competencies:

• 5-7 years experience in an IT related field
• Minimum 3 years intermediate-level customer support/technical support experience with enterprise software
• Relevant technical work experience, including server and network administration, web software applications, database administration
• Strong analytical problem solving and decision making skills
• Ability to handle difficult or sensitive situations with diplomacy and tact
• Experience working with multiple stakeholders in a problem-solving environment
• Experience with SQL Database querying and with MS Excel
• Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Creative, self-motivated, with good interpersonal skills
• Ability to work independently


• Fluency in English and French
• Passion for helping customers
• Attention to detail
• Strong customer service skills
• Technical or Business Diploma in related field
• Experience working with Microsoft Server 2008, MSSQL 2005/2008, IIS 7.5
• Team player

Nice to Have:

• Technical certifications: Microsoft, web-based technologies, databases
• Knowledge of Oracle
• Experience working with Microsoft Dynamics or Salesforce.com
• Experience working with Microsoft Server 2003, IIS 6
• Additional languages -- Spanish, Portuguese

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what where  
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