• Respond to customer technical inquiries through Salesforce CRM, phone and e-mail while providing product technical troubleshooting and application support to Carrier/Bryant/ICP Technical Service Managers and internal customers for Light Commercial Products. • Provide live support to customers in the field. • Provide service and application feedback as part of the product design and launch teams. • Review and/or write product literature, service bulletins and technical training program materials. • Qualify, quantify, and work to resolve product issues. • Support manufacturing quality teams and engineering with product and process improvements. • Communicate product updates and important product information in customer facing meetings.

• Provide initial and timely responses to all support cases for a variety of topics • Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members • Monitor multiple feedback channels, e.g. Github Issues & Discussions • Identify where internal tooling might be developed or obtained to improve support efficiency • Reproduce issues, create test cases and improve test coverage

Role Description The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help oxio pursue its fast growth and continue to be one of the most loved ISPs in Canada. Our Agent is responsible for delivering excellent technical support to current oxio customers. - Provide direct customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and outcomes in a variety of tools. - Own and is accountable for driving the resolution of customer incidents across multiple services, within established SLAs. - Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes. - Attends workshops or training sessions on new products, services, or technologies as needed. - Performs under pressure in a high-paced environment, while working with empathy and understanding toward customers who may be experiencing difficulties. - Prioritizes and manages workload independently, handling multiple concurrent customer conversations effectively. - Supports the broader Customer Care organization with incident management, and general customer service tasks from time to time. - Identifies opportunities and implements approved changes to increase departmental, team, and individual performance. - Concisely summarizes current states for any customer issue and jumps in to assist the team as needed. - Liaise with other areas of the business or team to support end-to-end solutions. - Encourage and demonstrate lean approaches, curiosity, continual learning, and empathy towards others. - Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved. - Use appropriate escalation as required to remove roadblocks. - Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes. - Foster a continuous improvement culture, one that gives trust openly and responsibility freely. - Ensure customers are notified of pending changes to, and issues affecting, the services and kept up-to-date until issues closed. - Ensure every interaction with, or on behalf of, a customer is logged so anyone else in the company can see the history. - Perform meaningful and insightful root cause analysis and coach team members on the same. - Actively participate in, and improve, incident and problem management practices. - Remain calm and collected in the midst of crisis and demonstrate leadership at all times. Qualifications - Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset. - 2+ years of experience in a technical support role. - 2+ years of experience with Slack. - 2+ years of experience working with Google Apps. - 2+ years of experience with Jira, Remedy, and Confluence is considered an asset. Requirements - Strong communication skills (written and verbal). - Passion for problem-solving and surprising customers. - Passion for and demonstrated experience in providing amazing customer experiences. - Positive attitude and demonstrated curiosity. - Demonstrated use of Continuous Improvement and Learning throughout career. - Strong understanding of the Internet, wired and wireless networking standards, and protocols. - Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others. - Self-motivated with the ability to take initiative in identifying and resolving problems independently. - Great sense of humour and respect for others. - Demonstrated ability to remain calm in times of high pressure. Benefits - Work-from-home opportunity available throughout Canada. - Flexibility with respect to hours of work, including evenings, weekends, and general holidays when scheduled. - Commitment to diversity and inclusion in the workplace. - Focus on health and well-being of employees.

Role Description An exciting opportunity has arisen to join Chevin Fleet Solutions Global Support team as an Application Support Analyst based remotely in the United Kingdom. As part of our Global Support Team, you will be providing application support for our Fleet Management Solution. - Providing support via email and telephone using Zendesk. - Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution. - Work to SLA targets to ensure that resolutions are in place in a timely manner. - Accurately logging all communication via Zendesk. - Ensuring that all communication is professional, empathetic and courteous, and you are working to continuously ensure the company’s high standards of customer service. - Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct. - Champion the use of help centre content to promote customer self-service wherever possible and contribute high-quality knowledge articles to enhance the content and reduce incoming support tickets. - Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues. - Deploying software on our Azure hosted environment and customers virtual machines. - Utilising AI to make you more efficient. Qualifications - You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player. - While you are part of a global team, you must also be a self-starter and able to work autonomously. - Proven experience in technical customer support and working in an application support role, preferably supporting SaaS products. - Strong experience and understanding of how SaaS products work and are architected. - Excellent written English language skills with excellent telephone manner. - An intermediate to expert knowledge of Microsoft SQL and managing databases. - Experience building relationships with clients and deescalating incidents. - Able to work under pressure and experience of working in a fast-paced environment. - Experience with managing tickets and prioritising your workload. - Application support experience of 2+ years. - Must have hunger to learn new skills. Requirements - Understanding of C# (would be great but not essential). - Experience of ticketing systems like Zendesk. - Experience of working in the SaaS industry. - Experience in the Fleet Management industry. - Experience using Microsoft Server and IIS. - An understanding of APIs, web services and integrations. Worker Type - Regular Number of Openings Available - 1