Job Description

Part-time Technical Support L1/L2 (3 days per week)

From mission-critical operation centers to employee engagement, from data metrics to corporate signage, Userful delivers an industry-leading return on investment. Userful virtualizes an organizations entire visual front-end enabling the delivery of Anything-as-a-Service. Userful's Visual Networking Platform is open, API-driven, adheres to IT standards, and runs on either off-the-shelf hardware or public/private cloud for maximum scalability, security, and manageability.

Userfuls solutions have won multiple awards, secured strategic global partnerships and has been deployed in countless Fortune 500 and notable companies globally including Audi, HP, Samsung, LG, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower and more!
The Opportunity
If youre customer-centric, and the prospect of collaborating in a dynamic team to provide world-class technical support intrigues you, then the Junior Technical Support Specialist role with Userful could be the perfect opportunity for you!

This is a part-time position 3 days per week. During the training period, this role would be Monday to Wednesday. After 2 months of training the position will be Saturday to Monday.

Reporting to the Director of Customer Support, your mission is to be the first point of contact for incoming Support issues with a focus on the Customer Experience and technical problem-solving. The successful candidate will establish and develop a consistent, high level of networking expertise amongst the Userful Support Team and create a sustainable and repeatable model for both End Customer and Partner training on Userfuls suite of solutions.
Key Responsibilities

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  Provide technical support for on-premise & AWS Cloud-connected customers.
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  Junior role within a professional global support team, including skills development, training, and performance management.
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  Providing product knowledge, networking knowledge, and general training within bi-weekly webinars with high-profile clients and partners.
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  Provide advice and recommendations to customers in response to identified issues, while providing brief training sessions and pointing to Knowledge Base documentation and training videos.
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  Continuous improvement of the support knowledge base and accountability to key performance indicators (KPIs)
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  Successfully manage CRM tickets, Calls, Documentation, and prioritize issues by severity. Respond within the SLA and in a professional manner.
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  Support services for Linux-related operating systems, including CentOS.
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  Monitor customer remote monitoring and management system alerts/notifications, and respond through service ticket

Minimum Qualifications

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  2+ years experience supporting IT computer networks required.
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  Diploma or degree in computer science or IT related field
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  CCNA, compTIA network+, VMWare certified - network virtualization, Juniper networks certified associate considered an asset
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  Experience training End Customers and/or Partners
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  Proficient with current Linux Operating Systems, including but not limited to CentOS, RedHat.
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  Strong understanding and working experience with WAN and LAN connectivity, routers, switches, and firewalls.
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  Familiarity with a support ticketing system/CRM.
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  Excellent written and verbal communication skills with the ability to manage multiple projects effectively.

Remuneration
We offer a competitive package comprising salary, stock options, and health benefits plan. Regular work weeks consist of forty hours with flex time, as Userful strives to support a work-life balance. A health benefit plan, gym, friendly corporate environment, connection to the +15 on the second floor, and many other incentives are included for all of our employees.

Our Commitment to Equal Opportunity and Diversity

Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process.

Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly.

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