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3rd Level Support

Abilis Solutions Inc.

This is a Contract position in Surrey, ia posted October 9, 2021.

Take the Next Step in Your 3rd Level Support Specialist Career As a proven leader in the delivery of comprehensive offender management solutions, Abilis is the fastest growing company in its sector.

Our award-winning CORIS® Product Family has captured the attention of corrections professionals around the world as they seek to improve operational efficiency and offender outcomes, as well as help offenders to reenter the community with the best possible chances of success.

We are seeking an energetic 3rd Level Support Specialist to help drive and solidify our growth.

We want your ideas, your creativity, your innovation and your teamwork to help us achieve our objectives.

As a Support Specialist, this is your opportunity to work in a unique and compelling industry.

We provide a stimulating environment where you can enhance your skills in a challenging environment and will be given the opportunity to grow.

You will maintain consistent and continuous communication with our customers all through the incident and problem resolution processes.

This will include providing support for core business applications, exercising a good understanding of business processes and application usage to meet operational goals.

You will also participate in incident, problem management and resolution for core business applications.

Abilis is passionate about solving problems with technology, and here you will find a dynamic, diverse and lively work environment that is far from monotonous and routine Why should you join Abilis Solutions?

Good question We asked our employees and this is what they said.

Great work environment Focus on a work-life balance Option to work from home full-time Fascinating industry (correctional domain) Strong customer focus Career growth Amazing people – very multicultural Complex and innovative product Competitive salary and benefits Beautiful office
– downtown location What will you be working on?

· Providing 3rd level support to external customers, acknowledging issues and maintaining a fluid communication with them through various channels (mainly email) to resolve issues
· Analysing, reproducing and confirming the existence of issues raised by customers’s representatives
· Performing internal investigation to determine if the issues received are related to the core product or the custom development for each client
· Ensuring consistency between issues raised by different customers
· Collaborating and following-up with the development team, project managers, product owners about existing issues
· Providing reports on SLAs and escalating to stakeholders when necessary to make sure SLA compliance is met
· Contributing to the elaboration of a knowledge base library
· Contributing to the definition of processes and tools for the team.

Participating in the continuous improvement of the department and the company
· When necessary, participating in some Quality Assurance activities You will be successful here if you have:
· A Bachelor degree, or CEGEP degree in Computer Science, or appropriate technical degree or equivalent work experience
· Significant relevant experience in a software support department
· Knowledge of software industry best practices
· Excellent oral and written communication in English, as well as interpersonal skills
· Bilingualism is an asset
· Good troubleshooting skills in complex environments
· Quality assurance experience is an asset
· Experience with SQL queries and a good understanding of relational databases is an asset
· Knowledge of Azure DevOps is an asset
· Knowledge of JIRA is an asset
· Demonstrated ability to successfully follow, track and report issues on various projects simultaneously
· Sound knowledge of the software development lifecycle
· Exceptional multi-tasking skills and ability to proactively support requests to ensure follow-up to completion If you think that this sounds like the place for you then please send your resume in Word Format to the following address