Enterprise Technical Support Specialist
Userful™ is a leading provider of software-defined AV over IP for advanced operations of mission-critical environments and core workflows, serving IT organizations worldwide. Userful’s unified software platform provides services and management through a complete suite of enterprise AV applications for comprehensive organizational and situational awareness, and readiness for modernized operations. Userful harnesses the same unified platform to provide global manageability through a single-pane-of-glass.
Userful’s solutions have won multiple awards, secured strategic global partnerships, and have been deployed in countless Fortune 500 and notable companies globally including Audi, HP, Samsung, LG, Unilumin, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower and more!
The Opportunity
Userful is experiencing rapid growth, and we’re expanding our enterprise support team. This is a part-time position, covering the weekend shift, with the potential to become fulltime in the future. Reporting to the Manager of Customer Support, your mission is to:
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Be the first point of contact for incoming support issues, focusing on customer experience and technical problem-solving.
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Establish and develop a consistent, high level of networking expertise amongst the Userful Support Team.
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Create a sustainable and repeatable model for both End Customer and Partner training on Userful’s suite of solutions.
What You Will Be Doing
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Provide timely and effective technical support to our enterprise clients via phone, email, and remote assistance.
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Troubleshoot and resolve complex networking issues, including but not limited to routing, switching, and firewall configurations.
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Collaborate with cross-functional teams to escalate and resolve customer issues promptly.
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Provide technical support for on-premise & AWS Cloud-connected customers.
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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, and 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.
Minimum Qualifications
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3+ years’ experience supporting IT computer networks.
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Proven experience in a technical support role, preferably in an enterprise environment.
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Experience with current Linux Operating Systems, including but not limited to CentOS, RedHat.
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Strong understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
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Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
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Experience with a support ticketing system/CRM.
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Diploma or degree in computer science or IT related field.
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Strong multi-tasking skills.
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Ability to work independently and collaboratively in a fast-paced environment.
Userful has a friendly, corporate environment in Calgary’s downtown core. We are in the First Tower, and on the 2nd floor, you will find a bright and cozy public workspace, a huge, fully-equipped gym, and a connection to the convenient +15 skywalk. The schedule will typically consist of a twenty-four hour work week.
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.
We’re Looking Forward to Hearing from You!
If you’re customer-centric, and the prospect of collaborating in a dynamic team to provide world-class technical support intrigues you, then the Technical Support Specialist role with Userful could be the perfect opportunity for you!
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