Technical Support Specialist

Our company specializes in enterprise solutions around document management, mobile forms, workflows and workspaces, and online web portals. We are seeking a team-oriented Technical Support Specialist for our Customer Support team. The successful candidate will be responsible for providing technical support services for Adobe Experience Manager and Adobe Experience Manager Forms servicing mission-critical, e-business solutions.

Responsibilities

• Providing first-line support to customers as follows:
• Handling phone and email incidents
• Maintaining customer and case documentation in our CRM
• Reproducing client environments and problems
• Troubleshooting and isolating technical issues
• Finding resolutions and workarounds
• Escalating potential product bugs and testing recommended fixes
• Providing remote assistance with resolution of issues related to system integration, performance optimization, security, and product updates
• Ensure SLAs are met, and service expectations are proactively managed
• Identify new business opportunities across existing and new clients
• Assist with customer discussions and engagements with Sales and Professional Services when required
• Responsible for overall customer satisfaction

Qualifications

• Very strong English verbal and writing skills required
• Technical knowledge of Microsoft Windows and Linux operating systems
• Technical knowledge of TCP/IP networking protocols
• Technical knowledge of J2EE application servers (JBOSS, WebSphere, WebLogic)
• Technical knowledge of JSP's, Servlets, JavaScript, Java, XSLT and XML  schema
• Technical knowledge of Microsoft HyperV and Azure (building, configuring, copying VM’s)
• Individual contributor
• Expertise in providing customer service technical support
• Diploma/Degree in Computer Science or Engineering or equivalent.
• Preferred 1-3 years of like experience – new grads also welcome to apply
• Experience in Servlet, JSP, and Java development an asset
• Knowledge of OSGi, FELIX, JCR, Maven, Apache Sling, Lucene an asset
• Ottawa based preferred

Knowledge and Skills

Ability to work in a fast-paced environment where adjustments are made to changing priorities.  Have strong troubleshooting and analytical skills to determine the root cause of issues and identify valid solutions. A love of learning new technologies and enjoy a positive and supportive learning environment.  A focused and detail-oriented contributor knowledgeable of when to seek  help from others. Excellent verbal and written communication skills to detail problems in  both technical and business terms.

Able to adjust your communication approach based on the message and audience you are delivering to. Accessible, approachable, and involved in your work environment. A self-learner and like to be challenged technically.

Driven by challenges and thrive on testing solutions, resolving technical issues, building technical environments, communicating with customers (both verbally and in writing), while setting and managing customer expectations.

Please submit your resume in confidence to HR@4Point.com. Only those candidates selected for an interview will be contacted.