Reporting to our Success Team Manager, we are seeking team members who are flexible to support a 24-hour, 5-day workweek schedule. Please note that the majority of our core support shifts are from 8:00 a.m. to 4:30 p.m. local time, as we provide global product support to our clients.

WHAT YOU WILL BE DOING

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 responsibilities will include:

• Effectively respond to selected customer inquiries, quickly and efficiently while providing clear and professional customer communication

• This is a remote position, and you are expected to have a quiet room/office where you can work without interruption.

• 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

WHAT YOU BRING TO THE ROLE

• 5+ years of experience customer service in a help desk, service desk, training, pre-sales technical support, desktop, or IT network support capacity

• Industry specific certification, Salesforce, Microsoft, Amazon etc.

• Must be able to communicate fluently in written and spoken English

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

• Computing technology diploma, university degree, college diploma, a Microsoft MCSA, or other

• Knowledge of web server administration using:

• IIS

• .Net Framework

• Load balancing and disaster recovery

• Windows Server 2012+

• Proficient in scripting languages

• Power shell

• Experience in utilizing tools like:

• Fiddler

• F12 Developer tools

• Splunk

• Able to document in clear concise manner regarding:

• Installation

• Configuration

• Maintenance

• Experience with C# in terms of reading logs, identifying errors, understanding workflows

• Proficiency?using source control including Git?and/or?SVN.

• Advanced troubleshooting skills (both sides,?server,?and browser), preferably with large scale legacy code.

• Application Messaging (Web Socket, REST API, SOAP API)

• Working with the development and Q/A teams to identify, replicate, confirm and communicate bugs and implement recommendations of bug fixes related to Riva Insight or Riva On-Premises development for remediation

• Support our Professional Services team as they work with customers to carry out development project needs analysis, discovery, and customization requirements.

Bonus Points For:

• Secondary language skills

• Experience installing, configuring, and/or supporting one or more of the supported CRMs (Salesforce, SugarCRM, , Microsoft Dynamics, SAP, Oracle and others)

• Experience installing, configuring, and/or 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

CORE COMPETENCIES FOR SUCCESS

• Integrity & Accountability: Conveying information clearly and effectively across all levels and listens actively,

• Collaboration: Inspires and motivates others, embraces diverse perspectives, and works effectively in teams to achieve shared goals.

• Business Acumen: Understanding key drivers of company success and applying knowledge to achieve goals.

• Design Thinking: Using creativity, new technologies, and customer-centered approaches to solve complex problems.

• Analytical Thinking & Decision Making: Analyzing data and situations to make well-informed decisions.

• Achievement Focus: Approaching problems by relying on logic, data and facts. Decision making is using the information that you have available to effectively decide on an optimal path forward.

• Leadership, Strategic Vision & Planning: The capacity to set and achieve challenging goals. Leading change means to create opportunities for people that reveal new possibilities, while uniting the organization to drive new or different resources to win and deliver on new and existing business.

• Operational Alignment & Coordination: Ability of an individual to direct focus and effort towards a goal set by the organization.

• Innovation: The ability to conceive, develop and deliver new ideas, processes and products for the organization and customers.

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

Total compensation package including;

• RRSP/IRA matching.

• Paid vacation starting with 3-weeks.

• Paid wellness time allowing 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 or 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, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

While we appreciate every submission, only those selected to proceed will be contacted.