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Enjoy Technology, Inc.: Tier 2 Support Expert- Internal Systems

Enjoy Technology, Inc.

This is a Full-time position in Montreal-Ouest, QC posted July 10, 2021.


Tier 2 Support Expert Internal SystemsUtilize detailed knowledge of Enjoy processes, systems, and/or Partner systems to troubleshoot and address moderately complex and complex issues related to Enjoy’s Internal Systems.

Look for known solutions to complex issues, leveraging domain knowledge to identify the best course of action to resolve problems, identify trends, and drive root cause resolutions.Handle front-line queries if needed.

Assist team members performing front-line duties with resolving issues outside their scope of support.

Examine issues by confirming the problem, and previous troubleshooting performed.

Collaborate with team members to ensure resolutions fulfill both business and customer needs.The responsibilities of Support roles are defined in terms of areas of expertise and level of complexity, referred to as ” Badges”.These Badges are: Internal Systems Partner Systems Customer Order Quality/Risk The Tier 2 Support Expert Internal Systems will be responsible for:Internal Systems Moderate complexity Respond to Field Leadership requests to make real time updates to Expert schedules and assignments.

Monitor and action automated alerts regarding potential schedule conflicts Detailed analysis of variables associated with visits to solve scheduling conflicts Provide support to field personnel to resolve issues that cannot be actioned via Expert tools Internal Systems Complex Market Shutdowns Resolve schedule gaps related to Expert callouts Review and respond to overbooked market alerts Process Expert exit requests Update master data settings in Active Admin Front-line skills include Inbound and outbound customer calls, emails, chats.

Order entry, scheduling, cancellation using Enjoy proprietary software Basic Expert App and Partner POS troubleshooting Triage and escalate issues as appropriate Qualifications And Skills One to two years prior experience in a support or customer-centric role High school diploma or equivalent Experience working with order management and/or Point of Sale systems Demonstrates Enjoy Values; without exception Demonstrates the willingness and ability to learn on the fly and be comfortable with ambiguity Ability to work a flexible schedule that would include some evenings, weekends, and holidays Telecommunications industry experience preferred Bilingual English/Canadian French desired This job description is not intended as a comprehensive or exhaustive list of all duties, responsibilities, and qualifications necessary for the position described herein.

The duties, responsibilities, and qualifications of the position are subject to change without notice.All offers of employment are subject to background checks and drug screens prior to start date.

Enjoy will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local, state, and federal laws and Fair Chance Ordinances.As an equal opportunity employer, Enjoy is proud to maintain a workplace characterized by mutual respect, inclusivity, and the celebration of diversity.

All qualified applicants are welcome and will be considered for employment without regard to race, color, ethnicity, national origin, religion, gender, sex, sexual orientation, gender identity, genetics, disability, veteran status, or other applicable protected characteristic under local, state, or federal law.