Support Specialist I

Job Summary:

Your employment duties will consist of a Support Specialist I as required by the Company and listed below. This list is not to be taken as fixed or exhaustive however, and you will be expected to perform any reasonable employment task assigned by a leader.

The Support Specialist I, will primarily be responsible to provide enterprise level technical support of Company applications and hardware to our customers via phone, web, and email and other support channels as required. This position will take ownership of customer issues and see problems through to resolution. This role will also research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration. The Support Specialist I must possess a degree or diploma in computer science, computer systems engineering, software engineering or experience working with; PHP, Windows Server, WAMP, MySQL, SQL Query Structure, Basic Javascript in a field related to the industry.

Competencies:

Accountability

Attention to Detail

Results Orientation

Time Management

Customer Focus

Problem Solving

Communication

Job Duties:

Provide enterprise-level technical support of company applications and hardware to our customers.

Take ownership of customer issues and see problems through to resolution.

Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.

Work with Technical Supervisors to design and implement solutions which adhere to the company’s software coding standards.

Prepare test systems for replication of user issues.

Assess and document the requirements of end-users.

Provide prompt and accurate feedback to customers.

Effectively communicate complex technical issues to a broad range of customers and departments within the Company, such as Product Engineering, Sales, and Quality Assurance.    

Elevate customer issues to Specialist team members as needed, providing detailed descriptions of problems along with steps taken to analyze the problem.

Participate in regular team meetings and customer care calls.

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.

Assist with build, setup, and testing of hardware onsite for customer and team use.

Job Requirements:

Degree or diploma in computer science, computer systems engineering, software engineering, web design, or a field related to the industry.

Minimum one year of related experience.

Demonstrated aptitude for learning new technologies.

Ability to effectively communicate technical concepts to non-technical members of the organization.

Familiarity with various programming languages and development platforms.

Strong knowledge of browser compatibility problems for all platforms and major browser types.

Ability to effectively communicate both verbally and in writing.

High level of integrity and work ethic.

Demonstrated time management skills.

Self-directed; ability to work independently.

High flexibility with strong interpersonal skills that allow one to work effectively in a diverse environment.

Knowledge and fluency in multiple languages is an asset.

Work Conditions:

Operation of desktop computer and peripherals

Working in a busy office environment with frequent interruptions

Rotating after hours, weekends, evenings, holidays and on call duties

Work from Home; potential for extended periods of sitting

Timeless Medical strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, Timeless Medical will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.

Timeless Medical Systems Inc. is prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship. If accommodation is needed, please indicate by answering yes to the corresponding application question.