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:

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.

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Omni Technology Solutions Inc.   •   #103, 10301 – 109 Street  •  Edmonton  •  Alberta  •  Canada  •  T5J 1N4
Tel +1 408.675.5015 (U.S.)  •  +1 780.423.4200 (Canada)  •  Fax +1 780.423.4711  •  Send an Email  •  Site Map