Technical Customer Support Representative, Operations

Technical Customer Support Representative, Operations

Location: Kitchener, Ontario

Full time


What you’ll do:

Reporting to the Associate Vice President, Operations, you will be working in a dynamic environment providing enterprise SaaS application and Amazon Web Service (AWS) support to our customers. 


You will be part of a high-performance team, and your responsibilities will include:

  • Troubleshooting Delego application software issues reported by customers.
  • Excellent interpersonal and customer care skills.
  • Ensure excellent and responsive customer service in accordance with agreed upon SLAs.
  • Ability to diagnose customer AWS environment issues.
  • Responding to customer telephone calls and escalations.
  • Proactive monitoring of application behaviour.
  • Maintaining customer contact and call ticket information within an existing database.
  • Researching technical issues.
  • Position may require some weekend work.
  • Position requires some on-call duty on a rotating basis.
  • Working with the AVP of Operations to develop reusable procedural and diagnostic documentation.
  • Collaborate with the Delego Operations team to define best practices, metrics, and standards around cloud and application service resilience.


What we’re looking for:


Specifically, the ideal candidate should have:

  • University or College level in a computer science or technology program (or equivalent).
  • Minimum of 2 years of experience working in an application support environment.
  • Previous experience working in or supporting cloud environments.
  • Strong organizational skills.
  • Strong communication skills, both written and verbal.
  • Ability to multi-task.
  • Strong analytical and problem-solving skills.
  • Must work well under pressure to meet the demands of our customers.
  • Willing to get hands dirty and work with the team day-to-day.
  • Be humble - Have humility and be respectful; no egos allowed.
  • Be effective - Get stuff done!
  • Be transparent - Open and honest to self and others.