Technical Support Technician

Customer Support Specialist



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As a technical support advisor, you will specialize in assisting customers by diagnosing and solving issues using your product and service expertise.

You will communicate with clients through calls or emails.

You will need to identify the customer's needs, answer inquiries, give technical advice, troubleshoot problems, solve concerns and ensure efficiency and client satisfaction.

As a technical support advisor, you will be asked to work together with multiple departments to optimize customer support operations.

Our business unit is based in Montreal and we offer either a fully remote or hybrid remote/onsite work opportunity.

How You'll Succeed

• Client Engagement - Help clients manage their products.

Focus on each client experience and make every interaction meaningful. 
• Problem Solving -Listen, ask questions, and put yourself in the client’s shoes.

Act like an owner by taking accountability for client issues and know when to lean on others when needed.
• Leveraging Technology -Become a technology expert.

Who You Are

• You put our clients first.

You engage with purpose to find the right solutions.

You go the extra mile because it’s the right thing to do.
• You’re driven to succeed.

You are motivated by accomplishing your goals and delivering your best to make an impact.
• You’re passionate about people.

You build trust through respect and authenticity.
• You love to learn.

You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You engage with your heart and mind.

You care about people and understand different perspectives.

You listen and learn from the experiences of others
• Values matter to you.

You bring your real self to work and you live our values - trust, teamwork and accountability.
 

Job Tasks

• Assess, analyze, troubleshoot customer issues providing resolution to problems.

• Understand customer's operations and have the ability to diagnose problems (configuration or issues).

• Support mostly software and sometimes hardware cases.

• Creation/Customization of reports and SQL data queries.

• Help on rotational on-call shift with the rest of the customer support team every other week, on weeknights or weekends.

Skills needed

- Experience and knowledge of SQL databases (Postgres, MSSQL & Oracle) is required.

- Knowledge of Java is an asset.

- Knowledge of html is an asset.

- Networking background is an asset.

- Must be bilingual (FR/EN) as we have customers in Quebec, Canada, USA and Rest of the world.

About us

Our business is about parking software, yes.

But it’s also about operations and customer relationships.

gtechna develops e-citation software to automate law enforcement and parking activity, as well as civil code regulations for police and public works departments in North America.

gtechna has grown into a community of 50 friendly, exper...