Prduct support technician- Cleardent Job

Position: product support technician

Employer: ClearDent

Job details

Location: 5489 Byrne Rd suite 166 Burnaby, BC V5J 3J1
Work location: On site
Salary: $76,128 annually / 40 hours per week
Terms of employment: Permanent employment Full time
Evening, Shift, Flexible hours, Morning, Night, To be determined, Day, Weekend
Starts as soon as possible
Benefits: Health benefits
Vacancies: 1 vacancy
Source: Job Bank #3361078
Overview

Languages

English

Education

Bachelor’s degree
Experience

3 years to less than 5 years

On site

Work must be completed at the physical location. There is no option to work remotely.

Responsibilities

Tasks

Perform on-prem product installation and cloud product provisioning based on client’s
purchased product and services, including new installation/provisioning, configuration

customization/pre-live, server migration, etc.

Perform and maintain records for final acceptance tests for newly provisioned services
Learning provisioning and support of new product and features from Research and
Development (“R&D”) as early adopters to smooth out the provisioning and support

processes.

Produce and maintain technical knowledgebase articles for provisioning instructions,
troubleshooting guides, and FAQ

Provide technical skill transfer across internal teams for product/features updates and
troubleshooting sharing.

Conduct feasibility on customer environment to evaluate their fit for service offerings
Maintenance accurate worklog in internal system as requested by management team
Participate in internal alpha review of new product releases
Support customers and Implementation Specialists needing urgent technical assistance
Act as additional resources to take tier 2 support calls and perform product QA testing
Troubleshoot and resolve technical support escalations from our internal teams
Maintain detailed issue logs throughout troubleshooting for progress updates and retrospective reports later
Perform salesforce case reviews to ensure client reported problems are properly
followed up and resolved. Also monitor for any spikes, product issue trends and report

them to the product team as feedback.

Proactively monitor our cloud production environment, including service
metrics/dashboards for product service availability and escalate to R&D engineering for

additional support as required

Other duties may be required and assigned by the manager
Key Qualifications

Bachelor of Science degree in Computer Science, similar technical field of study, or
equivalent practical experience

3+ years of experience supporting complex Windows-based applications and complex
cloud-based production application environments

Expert knowledge of Microsoft Windows Workstation/Server OS, Microsoft SQL Server,
and applying SQL scripts

3 years of experience in the dental industry
Proficiency in Firewall software and principles
Experience with networking such as the TCP/IP stack
Experience and specialization

Computer and technology knowledge

Servers
Word processing software
MS Windows
SQL
Additional information

Work conditions and physical capabilities

Fast-paced environment
Tight deadlines
Attention to detail
Ability to distinguish between colours
Sitting
Personal suitability

Excellent oral communication
Excellent written communication
Initiative
Judgement
Organized
Team player
Ability to multitask
Time management
Benefits

Health benefits

Dental plan
Disability benefits
Health care plan
How to apply

By email

[email protected]