Title : Specialist - Technical Support

Employee Working Location : Remote (Canada)

Employment Status : Temporary Full-time (12 Months)

Salary Band : $64,243 - $80,304 / year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

• Technical contact for our internal staff, vendors, and end users that escalate from Tier 2 and other P&S departments.
• Manage and resolve incidents according to current support procedures.
• Use a methodical approach in gathering facts from the intake form and troubleshooting within platforms.
• Diagnose and resolve our clients' technical issues from ticketing system regarding configurations, product functionality, and bugs/enhancements.
• Convey software issues falling outside the Tier 1 and Tier 2 known issues to the appropriate product owner.
• Responsible for documenting in a concise manner the case notes of the original ticket submitted with the intake form.
• Ensure that the internal customer is always aware of the status and progression of their support ticket while informing our Zendesk Application Support Specialist so they can update macros/scripts.
• Participate in improving our knowledge bank by documenting new findings in collaboration with our technical writer.
• Dedicated to learning the Prevention& Safety business and delivery model.
• Assisting in fixing CRM and D2L platforms content related issue reported by our QA or Product Owners.
• Validate and ensure that all established processes have been followed before any support ticket closures.
• Interact with Product Owner, vendor Technical Advisor Manager (TAM) and internal Technology Group team to validate product software issues and assist in their resolution.
• Take ownership of the support tickets assigned and be responsible for them until resolution and for communication with internal staff.
• Maintain a current skill set on third Party D2L applications used by external customers and internal staff.
• Maintain excellent verbal and written communication skills.

What we are looking for :

• College degree in Computer Science, Information Technology Telecommunications or related field or 2 + years of previous technical support experience or equivalent experience.
• Familiarity with supporting D2L or SaaS learning platforms is required.
• Experience with Microsoft D365 (e.g. CRM & F&O) or related is required.
• Excellent analytical and problem-solving abilities with demonstrated comprehensive troubleshooting tactics.
• Proven ability to swiftly master new software tools and a strong commitment to ensuring tasks are followed through to completion.
• Ability to tailor explanations of technical concepts to the end user audience.
• Excellent communication and interpersonal skills are a must.
• Qualification or certification in supported platforms will be provided.
• Fluency in English is required, French is an asset.

Working Conditions :

• This role is mostly performed in a virtual role which is clean and comfortable.
• Appropriate set up and access to internet is mandatory for the success of this role.
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitment

Salary Band:
$64,243 - $80,304