technical support Ottawa
Job description
Located in downtown Ottawa, Raven Connected is an award-winning fleet management video telematics company. At Raven Connected, customer experience is at the forefront of everything we do. To help us continually improve our customer experience, we’re looking for a junior developer who enjoys customer support and product demos and is looking to grow their skills in a successful technology start up environment. The successful candidate will be responsible for front line technical support of our customers and business development team, identifying product support-related issues, and implementing changes that improve our support tools and processes. The ideal candidate will have some prior experience with customer support or QA as well as experience or education with software development (Python / JS-React).
Objectives and responsibilities of this role
- Communicate with direct and channel partner customers seeking support by phone and email
- Provide tier 1 & 2 (first level and more advanced) technical customer support
- Troubleshoot support issues and triage accordingly
- Implement software improvements to internal support processes and the Raven Support tool (bash scripts, JS, Python)
- Participate in code reviews with technical team
- Actively support sales and business development with product demos and support
- Gain development knowledge through customer support activities and splitting time with the development team
Required skills and qualifications
- Experience as a technical support prime/Junior developer, QA role or in a similar junior software engineering role
- Bilingual (English and French)
- Excellent written and verbal communication skills
- Some experience with Python, Javascript (React)
- Working knowledge of databases and SQL
- Problem-solving and continuous improvement mindset
- Collaborative team spirit
Preferred skills and qualifications
- Bachelor of science degree (or equivalent) in computer science, engineering, or relevant field
- Experience with QA or technical customer service and support
- Experience with Zendesk or other support ticketing system
- Proficiency with Git and GitHub workflows
Job Type: Full-time
Schedule:
- Monday to Friday
Application question(s):
- Are you located in Ottawa?
Language:
- English and French. Please indicate level spoken. (required)
Work Location: One location
