Software Support Specialist - REMOTE

Please read until the end for instructions on how to apply for this position

The position has been created to take care of the daily technical support needs of GBS' customers. This is a focal position in the company: the brand message comes from you to the customers, and you are the voice of the customer in product development.
Other duties, including quality assurance as required, and may be assigned based on the successful applicant's skills and attributes.You work directly with GBS' customers - our administrators, instructors, and students - to assist with their use of the CompTracker system.**

You perform front-line support services via telephone, email, social media, and online chat support during published support hours, following (and improving) the existing support escalation and response procedures and SLA requirements.

You investigate and resolve complex technical problems, perform business analysis, gather requirements, and maintain good customer relations.

You are expected to bring critical issues to the attention of the development team and CEO, so immediate action can be executed.

You assign support tickets to other appropriate team members as needed, giving them enough time to respond appropriately.

You are expected to communicate the needs of the customers to the rest of the team, and request (with basic design) the appropriate enhancements and features to meet their ever-evolving needs of the software according to our guiding principles.

You develop and recommend improvements within the Technical Support/Training departments to address process gaps and/or inefficiencies. This includes managing internal support software and training tools, and making recommendations for upgrades or new software for the team.

Who You Are

You have a strong Sustainability mindset, with specifically ALL of these attributes (These must be shown on your cover letter with examples of your experiences).
Analytical approach to problem-solving
Solutions-oriented mindset
Ability to influence change
Empathy
Flexibility and adaptability
You have extensive computer experience, including the in-depth use of multiple mobile device platforms, with a proven capacity for creative problem-solving and critical thinking (3-5 years experience preferred).
You have experience that proves your customer service skills in a technical role.
You are able to identify and distinguish the critical priority issues from low priority and assign or address as appropriate.
You are proficient (advanced) in all Microsoft Office suite applications.
You are a proven self-starter, with a strong work ethic and proven capacity to self-teach & learn.
You are analytical, pay close attention to detail, and have a track record of strong professional (verbal and written) communication.
You have impeccable English grammar and spelling skills.
You have a proven ability to communicate complex issues in simple and brief terms, for the customer's benefit and understanding.
You will work from your quiet home office, and must have the proven qualities to successfully work within a remote team.
If you have a reliable personal computer, it is considered an asset for this position.
You absolutely must have a fast and reliable internet connection.
You may join the team as a full-time contract or employment position.
You will receive full training of CompTracker software and internal processes / policies, if selected as the successful candidate.
You are, preferably, a Canadian citizen with a driver's license and working vehicle, and a valid Passport for international travel.

Perks & Quirks

Employees within Canada have access to a comprehensive benefits package.
Vacation policies are unlimited after 2 years.
Working hours are flexible, as long as core hours are covered and tasks are regularly completed.
GBS supports ongoing learning/education initiatives, and personal health, for all team members.
See our Code of Honour for the operation standard of the team - we may work remotely but this is how s*** gets done.

*TO APPLY: *Please send a short intro video explaining a bit about yourself and why we would be a great fit for each other, along with your resume. If you have issues, please email: [email protected].

About Great Big Solutions Ltd.:
Our mission is to be a respected global organization with the ultimate satisfaction of our valued customers as our primary focus. We strive to reach our maximum potential by supporting all team members; including customers, employees, management, and their combined talents. We hold high ethical standards by which we choose our relationships. Although profitability of the organization is imperative to the longevity of service, Great Big Solutions sustains an employee and client-driven operation rather than profit-driven. The development of our products will reflect the requirements of our customers based on highest quality, team capacity, regular communication, and adaptation of technology.