Riva is looking for an engaged and passionate Success Specialist to join our diverse, world-class team. We’re committed to supporting our clients with organized and methodical troubleshooting supporting the technologies today’s businesses need to succeed.
WHO YOU ARE
You have a proven knack for technology; you are usually the one friends and family call to help troubleshoot their tech problems. You are a detailed person, organized and understand Root Cause Analysis, and can clearly articulate your thoughts and words into professional emails and documentation, which is easily digestible to non-technical people. Some may say you are like Sherlock Holmes, overcoming challenges and investigating an issue until you have gotten to the bottom of it! Moreover, you continually strive to deliver customer delight while leading with integrity.
WHAT YOU WILL BE DOING
Reporting to our Success Team Manager, you will work with our Edmonton and Nova Scotia teams to provide product support to our clients worldwide. You will manage the initial support requests and gather details and examples to accurately diagnose and resolve the issue or escalate as needed. Troubleshooting is done remotely via screen share applications and documented in our support ticketing system. There is no such thing as an “average day” at Riva. You will be working with new clients and new scenarios almost every day. You will find that you are empowered with technical expertise but will also have the freedom to forge your path in the best interest of our customers.
More specifically, your duties will include:
- Effectively respond to selected customer inquiries quickly and efficiently while providing clear and professional customer communication.
- Delivering remote installation, configuration, and support for new & existing Riva Cloud and Riva On-premises customers and internal teams.
- Providing remote troubleshooting and technical support to Riva customers.
- Assisting in testing and documentation of installing and configuring Riva for customer projects.
- Documenting activities in Zendesk and creating related development tickets in an issue tracking tool such as Jira.
- Escalating support calls to senior team members as required.
- Maintaining knowledge base and related resources and helping customers self-serve.
- Perform other duties as required from time to time.
WHAT YOU BRING TO THE TABLE
- 5+ years of experience in customer service in a help desk, service desk, training, pre-sales technical support, desktop, or IT network support capacity.
- Computing technology diploma, university degree, college diploma, a Microsoft MCSA, or other.
- Knowledge of web server administration using IIS, .Net Framework, load balancing, disaster recovery, and Windows Server 2012+.
- Proficient in scripting languages such as Power shell.
- Experience in utilizing tools like Fiddler or F12 Developer tools.
- Able to document in a clear, concise manner regarding installation, configuration, and maintenance.
- Experience with C# in terms of reading logs, identifying errors, and understanding workflows.
- Industry-specific certification, Salesforce, Microsoft, Amazon.
- Must be able to communicate fluently in written and spoken English.
- Experience providing remote support for client, server, and web-based applications.
- Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Ability to prioritize and manage several milestones and projects efficiently.
- Working remotely, you are expected to have a quiet room or office where you can work without interruption.
Bonus points for:
- Secondary language skills.
- Experience installing, configuring, and supporting one or more supported CRMs (Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle, and others).
- Experience installing, configuring, and supporting messaging systems (Hosted or On-Premises Exchange, Office 365, Google Apps, IBM Notes).
- Interest in pursuing a long-term career in pre-and post-sales technical support and training.
MORE ABOUT RIVA
We are an Edmonton-based software development company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.
We offer a work culture that fosters diversity, equity, inclusion, and fun. Where curiosity is rewarded and each day offers the chance to learn, grow, and contribute to the efforts of people you like, respect, and value.
WHAT WE BRING TO THE TABLE
The total compensation package includes:
- RRSP matching
- Paid vacation starting with 3 weeks
- Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and personal time
- Paid time off to volunteer with charities of your choice
- Extended health care benefits, dental and life insurance
- Professional development and training allowance for career advancement.
Must hold a valid work permit and be a permanent resident or citizen of Canada.
Riva is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
