We’re looking for a technical support specialist to provide tier 2 level support for issues that are beyond the skill of the Tier 1 staff to resolve for both these products.
Both products have Cloud Components (backend and frontend) that support uploading, processing, browsing, and syncing these models, as well as providing multiplayer capabilities, and Unity clients to visualize this data in VR across different devices
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Advantages
To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.
Responsibilities
•Provide Tier 2 technical support to customers who reach out to us via our support channels
•Troubleshoot and reproduce technical issues and translate those into actionable items for the Product and Engineering teams
•Identify and report customer feedback, issues, and bugs
•Document and maintain accurate records of customer interactions and resolutions
•Identify and escalate customer issues to the relevant teams for resolution
•Collaborate with cross-functional teams to resolve customer issues and improve customer experience
Qualifications
•3+ years of experience in customer support, technical support, or a related field
•Excellent verbal and written communication skills
•Experience with IT, QA, networking, and cloud-based systems
•Self-starter with a strong work ethic and the ability to work independently
•Have basic proficiency with CRMs, ticketing, and issue tracking systems
•BS Degree in Computer Science or similar technical field
•Experience in spatial design, construction, MEP, or the technology they use— Revit, Navisworks, Rhino, SketchUp, BIM360
•Basic experience with AR, VR and MR
•Previous experience in chat support
•Previous experience with ZenDesk or FreshDesk
Summary
The Ideal Candidate
•Courage: The passion to be bold and brave in one’s actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
•Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
•Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
•Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
•Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
•Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge (often driving your own learning experience as needed).
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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We’re looking for a technical support specialist to provide tier 2 level support for issues that are beyond the skill of the Tier 1 staff to resolve for both these products.
Both products have Cloud Components (backend and frontend) that support uploading, processing, browsing, and syncing these models, as well as providing multiplayer capabilities, and Unity clients to visualize this data in VR across different devices
Advantages
To be successful in this role, you will act with a sense of urgency to resolve customers’ problems, reflect a friendly and professional disposition during phone calls, chats and in writing, and provide follow-up to communications ensuring that your suggestions are understood and applied appropriately by the customer.
Responsibilities
•Provide Tier 2 technical support to customers who reach out to us via our support channels
•Troubleshoot and reproduce technical issues and translate those into actionable items for the Product and Engineering teams
•Identify and report customer feedback, issues, and bugs
•Document and maintain accurate records of customer interactions and resolutions
...
•Identify and escalate customer issues to the relevant teams for resolution
•Collaborate with cross-functional teams to resolve customer issues and improve customer experience
Qualifications
•3+ years of experience in customer support, technical support, or a related field
•Excellent verbal and written communication skills
•Experience with IT, QA, networking, and cloud-based systems
•Self-starter with a strong work ethic and the ability to work independently
•Have basic proficiency with CRMs, ticketing, and issue tracking systems
•BS Degree in Computer Science or similar technical field
•Experience in spatial design, construction, MEP, or the technology they use— Revit, Navisworks, Rhino, SketchUp, BIM360
•Basic experience with AR, VR and MR
•Previous experience in chat support
•Previous experience with ZenDesk or FreshDesk
Summary
The Ideal Candidate
•Courage: The passion to be bold and brave in one’s actions to enable controlled risk-taking, promoting provoking yet respectful questions thereby delivering strong results
•Speed: We strive to be as efficient as our environment allows, empowering people to favor small sprints and course correction towards desired outcomes
•Accountability: clear and eager ownership of tasks and responsibilities which drives a defined and desired outcome
•Simplicity: Have an approach and mindset to avoid unnecessary complexity and duplication; open to collaboration and desire to keep things simple to achieve quicker outcomes
•Solving system-wide: When problem-solving, First seek to understand the entire picture by asking questions that remove silos and organizational barriers, followed by establishing a safe environment that supports cross-geo collaboration and communication to develop a shared vision
•Flexibility: The world of software is constantly evolving, and that is especially true in the M&E industry. In this role, you will be expected to continuously evolve your skills and knowledge with the products as new features and strategies emerge (often driving your own learning experience as needed).
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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