Technical Support Specialist
Full Time, Permanent
NLogic is Canada's leading provider of audience analysis tools for the TV and radio broadcast industry, media agencies, and many other clients large and small. At the heart of what we do is helping our clients make sense of audiences. Our passion is to create quicker and easier ways to find out what, where and when audiences are watching and listening.
About the role
As an industry-leading provider to broadcasters, advertisers and agencies, NLogic is seeking a Technical Support Specialist to help lead the transformation to the digital age.
The Technical Support Specialist is accountable for the Customer Support process and providing Technical support for our products. This role is responsible for creating and improving an efficient/effective support process and providing timely responses to Tech support tickets.
Liaises with clients and provides exceptional customer service and timely responses to technical issues related to NLogic software.
Troubleshoots problems relating to user access, loading of data, usage questions, configuration issues, software/API issues, corrupted data/databases, installations and program errors
Investigates and reports on specific software issues in detail to developers / vendors, tracking to completion and coordinating bug fixes
Responsible for the process to keep Support center content current, organized and readily accessible.
Configures and improves the customer support workflow; tracking and improving on the Support metrics / KPIs
Creates and recycles Support Center content related to Technical support, Data Release announcements and other frequent support cases
Maintains the Support Center, Download Center and website, updating pages, adding content and managing permissions
Works with the prime for client services to ensure he/she is able to provide backup for the management of the support workflow and the Support Center.
Provides guidance and support to other areas of data operations as required
Skills and Experience
Proficient with CRM and ticketing systems/processes (eg: Salesforce, Desk.com). Experienced at supporting desktop and cloud applications including API connections. Experience with Automation tools (WinAutomation) and skilled at scripting/programming languages. Experience with Azure or other cloud environments. Expert Technical skills working with FTP, HTTPS/HTTP, HTML, XML, JSON, MS SQL Server, MS Office, networking, system administration (Windows), mobile operating systems and all major browsers. Bilingualism is an asset.
What's in it for you
- Projects - Opportunity to work on exciting projects and make an impact on the broadcast industry
- Work-life balance - In addition to a flexible summer hours program, we offer paid days off during the holiday closure between Christmas and New Year’s Day
- Competitive benefits package and group savings and retirement program
- Education reimbursement - For those wishing to pursue additional professional development, funding of up to $1000 per year is available through our education reimbursement program
- Stronger together, Strive for better, Always learn, Be passionateNlogic is an equal opportunity employer.