WHO IS RIVA?
Riva is an Edmonton-based software development company with a global footprint. Our solution creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing relationship data and eliminating the need for task switching, application toggling, and data entry duplication across platforms. Riva’s client-base includes the world’s largest banks, leading hedge funds, and hundreds of global 1,000 companies who have high value clients and high standards for workflow interoperability along with data security and privacy, but there are thousands more to reach and educate!
WHO ARE YOU?
You have a proven knack for technology; you are usually the one that friends and family call to help troubleshoot their tech problems. You are a details person, organized and methodical in your approach to troubleshooting. You understand Root Cause Analysis and can clearly articulate your thoughts and words into professional emails/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! You become a valued member of any team you are a part of! On top of all this, 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 together with our Edmonton and Nova Scotia teams to provide product support to our clients world-wide. 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. In reality, there is no such thing as an "average day" at Riva. You will be working with new clients and new scenarios almost every single day. You will find that you are empowered with technical expertise, but will also have the freedom to forge your own 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; and
Perform other duties as may be required from time to time.
WHAT DO YOU BRING?
2+ years of experience 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 IT designations or equivalent experience;
Industry specific certification, Salesforce, Microsoft, Amazon etc.;
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; and
Ability to prioritize and manage several milestones and projects efficiently.
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); and/or
Interest in pursuing a long-term career in pre- and post-sales technical support and training.
Make your mark on Riva’s bright future – and yours!
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.
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