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Technical customer support representative, operations


This is a Full-time position in Kitchener, ON posted November 28, 2019.

Job Description Delego builds cloud-based enterprise solutions to help enterprises running SAP ERP be at the forefront of e-payments with easy integration and total security.

Founded in 1997 as an SAP consulting business, Delego has evolved into one of the largest providers of SAP-integrated payment solutions.

Today, we help world-leading companies like SAP, L’Oréal, Maui Jim, The Globe and Mail, Descartes, Merck, Hilti and many others expand their digital payment capabilities.We are an established company headquartered in Kitchener in a bright and scenic location overlooking the downtown core.Reporting to the Associate Vice President, Operations, you will be working in a dynamic environment providing enterprise SaaS application and Amazon Web Service (AWS) support to our customers.You will be part of a high-performance team, and your responsibilities will include:Troubleshooting Delego application software issues reported by customersExcellent interpersonal and customer care skillsEnsure excellent and responsive customer service in accordance with agreed-upon SLAsAbility to diagnose customer AWS environment issuesResponding to customer telephone calls and escalationsProactive monitoring of application behaviourMaintaining customer contact and call ticket information within an existing databaseResearching technical issuesPosition may require some weekend workPosition requires some on-call duty on a rotating basisWorking with the AVP of Operations to develop reusable procedural and diagnostic documentationCollaborate with the Delego Operations team to define best practices, metrics, and standards around cloud and application service resilience What we’re looking for:Specifically, the ideal candidate should have:University or College level in a computer science or technology program (or equivalent)Minimum of 2 years of experience working in an application support environmentPrevious experience working in or supporting cloud environmentsStrong organizational skillsStrong communication skills, both written and verbalAbility to multi-taskStrong analytical and problem-solving skillsMust work well under pressure to meet the demands of our customersWilling to get hands dirty and work with the team day-to-dayBe humble Have humility and be respectful; no egos allowedBe effective Get stuff done!Be transparent Open and honest to self and others​ Company Description Delego secures, integrates and enables digital payments for the world’s largest companies running SAP.

Delego’s cloud-based platform secures payment data, eliminating the risk of cardholder data exposure in the event of a data breach and minimizing PCI compliance.

Our solutions enable best-in-class payment experiences and integrate our customers’ digital payment ecosystem with SAP.