Tier Two Technical Support and Training Specialist
To apply for this position, please email your cover letter and résumé to Aldo Zanoni.
| Position: Location: Salary: Application Deadline: |
Full or part-time Edmonton, Alberta, Canada Commensurate with qualifications Open |
Company Description
Omni Technology Solutions Inc. is an Edmonton, Alberta company with a proven track record of developing and delivering innovative software solutions to satisfy corporate, government and education customers’ CRM integration and account management needs:
- Riva CRM Integration Server (On Premise): www.rivacrmintegration.com
- Riva Live (SaaS): http://www.rivacrmintegration.com/live/
- eControl Unified Management Console: www.omniecontrol.com
- Omni corporate site: www.omni-ts.com
Job Description
With the launch of Riva Integration Server 2.5, we have a new position for a Tier Two Pre- and Post-sales Technical Support, Installation and Training Specialist.
Responsibilities
The responsibilities of the Riva Pre- and Post-sales, Installation, Technical Support and Training Specialist include:
- Providing remote Riva installation, pre- and post-sales technical support and training in a professional and courteous manner;
- Delivering remote installation, configuration and administration for new Riva Live and Riva On-premise customers;
- Providing remote trouble shooting and technical support to Riva customers;
- Answering pre-sales technical questions;
- Providing timely follow-up for customer download, sales and support requests;
- Providing pre-sales demonstrations and technical support;
- Documenting activities in the ticket tracking/support application;
- Escalating support calls to tier three or to the developer team as required;
- Creating training material, videos and Knowledge Base articles(view http://www.rivacrmintegration.com/integration/videos/ and Knowledge Base for examples);
- Assisting in testing and documentation of installing and configuring Riva Integration Server for Exchange, GroupWise and supported CRMs including: Salesforce, SugarCRM, Oracle CRM On Demand, Microsoft CRM and others;
- Providing similar pre- and post-sales support for eControl as time permits;
- Working in an open office area under the supervision of the Support Manager.
Required Skills and Experience
The successful candidate will have:
- Minimum two years experience in providing help desk, service desk, training, pre-sales technical support, desktop or IT network support;
- Computing technology diploma, university degree, college diploma, a Microsoft MCP or other IT designations or equivalent experience;
- Experience providing remote support for client, server and web-based applications;
- Experience installing, configuring and/or supporting one or more of the supported CRMs and/or Exchange or GroupWise email platforms is a strong asset;
- Programming background is a strong asset;
- Fluency in a second language is an asset;
- Stong personal communications skills are required;
- Ability to focus and work with interruptions in an exciting and growing company;
- Must be able to communicate fluently in written and spoken English;
- Interested in pursuing a long-term career in pre- and post-sales technical support and training.