SilverBlaze, a division of Harris; is seeking a Level 2 Support Specialist who is a self-directed problem solver, is comfortable working with users at every level, and is committed to delivering effective, well-documented resolutions to complex medium- and high-severity issues while providing excellent customer service.
This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 15% for internal meetings and conferences. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.
Salary: 55K – 65K
What your impact will be:
- Respond to inbound phone, web, and email support for client inquiries and issue resolution.
- Diagnose and resolve client application questions or problems related to product functionality, system configuration, and bugs or enhancements.
- Track, document, and ensure proper notation of all inbound support requests and client issues.
- Work independently to troubleshoot medium- to high-severity issues by gathering pertinent information from clients and delivering effective resolutions.
- Stay current with software releases, design changes, and new product offerings.
- Take accountability for complex issues, demonstrating the determination and prioritization skills required to resolve them efficiently.
What we are looking for:
- Working knowledge of databases and data management, including proficiency with basic SQL and scripting for support and troubleshooting purposes.
- Working knowledge of HTML, CSS, and JavaScript.
- Understanding of key web development and deployment concepts.
- Server management understanding, including file management and file explorer.
- Apache Tomcat experience.
- Good working knowledge of APIs.
- Familiarity with SaaS environments and containerization.
- Basic networking fundamentals.
- Experience working with virtual machines (VMs).
- Experience with VPN connectivity.
- Bachelor's degree in computer science or a related field, or relevant experience.
- 2+ year(s) of experience in customer service or technical support role.
- Strong verbal and written communication skills.
- Proven problem-solving and critical-thinking abilities.
- Independent worker who is self-motivated and able to manage priorities.
- Experience in the Utility industry is a plus.
- Willingness to learn and the ability to self-teach new tools and technologies.
What we can offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About SilverBlaze:
SilverBlaze Solutions is award-winning software innovation, development and consulting firm. Founded in 1999, SilverBlaze provides utilities with value-focused, highly-customizable web self-service portal and smart forms software. As a leader in customer engagement and collaboration, we specialize in providing self-service portal and intelligent form software to electric, water, gas, telecom and multi-service utility companies. Over the past 20 years, SilverBlaze has successfully empowered clients throughout the United States, Canada, and the Caribbean to maximize customer engagement. Visit www.silverblaze.com to learn more about the diverse roster of clients SilverBlaze has helped succeed.
About Harris:
Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
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