Doxim

About Doxim

Doxim is a leading provider of Customer Engagement Software for Financial Service Organizations. This software helps financial institutions transform their client experience, communicate more effectively throughout the client lifecycle and improve cross-sell and upsell activities that drive increased wallet share. The SaaS-enabled platform addresses key digitization challenges, from automated client onboarding, through improved, personalized communications to anytime, anywhere content access, tailored to a clients' channel preferences. Doxim is one of the fastest-growing technology companies in Ontario. We are expanding quickly and seeking a Technical Support Analyst based out of our Markham, Ontario office. Job Definition In this role, you will manage incoming support requests from various channels with a primary focus on our client facing client onboarding software solution. The Technical Support Analyst will investigate and resolve all level 2 category cases submitted by the customer. The successful candidate will be a strong team player with a positive attitude, excellent command of the English language (equivalent command of French an asset), ability to work efficiently in a fast paced and potentially stressful environment. Role and Responsibilities: Receive and respond to customer inquiries and support incidents via email and phone Ensure all service levels are being met or exceeded Detail oriented with a strong commitment to customer satisfaction Strong documentation skills ensuring support cases can be referenced and maintain traceability The ability to handle multiple priorities and escalate to the reporting manager as necessary Escalate and manage unresolved support requests with Tier 3 support Work closely with Tier 3 developers to analyze, understand, and communicate difficult issues Provide consistent and reliable support to all team members within the Customer Support team Act as a liaison between Customer Support and other departments to provide resolutions to customer inquiries and problems; escalate issues as needed; serve as escalation point for difficult customers Ensure that all client communication is documented and tracked in the ticketing system Efficiently initiate major incident processes as required for high-priority incidents Be available after hours for High Priority concerns Interact effectively with other departments to follow up on issues, enhancing the responsiveness to the customer, improving overall customer satisfaction Assign product enhancement requests to Product Management Manage client communications related to internal system problems and unplanned maintenance outages, as required Participate in regular team meetings to identify trends and opportunities, suggesting improvements in process and product Develop and maintain a solid understanding of company products and services Execute and support software build deployments to staging and production environments Qualifications: Completion of University or College in Computer Science or related field 2+ years of experience in a software development or technical support role Proficiency with Microsoft SQL Server Working knowledge in HTML/XHTML,XML/XSL, CSS and one of Java, C#,. NET Working knowledge of web application servers, preferably Apache and Tomcat Understanding of relational data modeling and experience with SQL and MS SQL query Understanding of core programming concepts, theories and pattern Working knowledge and software build compilation and deployment methodologies Working knowledge of VPN or certificate-based connectivity concepts Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction Proven ability to effectively de-escalate customer interactions, when needed High degree of professionalism and integrity plus ability to establish customer trust Experience with automated testing and tools Excellent knowledge of quality theory, concepts, tools, and methodologies of QA Understanding and experience in testing of client/server, software and browser-based applications Demonstrate knowledge of Software test/release process Experience with defect management software and procedures Experience using Salesforce, MS SharePoint and Jira is considered an asset Experience working on web applications, XML web services and/or web servers is considered an asset Ability to communicate clearly and accurately in English, both verbal and written Doxim is an Equal Opportunity Employer WlMvUvg2RN

Synonyms

Technologies (from Job Ads)

Hiring Locations (10 of 17)

Headquarters

Loading map...

Company Info

Legal Form: Inc

Company Type: Private

Company Size: 501 - 1000

Job Ad Metrics

Job Ads found: 550

Job Ads per Month: 12.0

Hiring Locations: 17

Data Info