Position: Application Consultant L1 (Customer Technical Support)
About BioConnect
BioConnect is a rapidly-growing biometric technology and software company. We have set out on a mission to change the way society verifies identity. We believe that people want to use their true, biometric identity to verify who they are instead of relying on approximations of identity like keys, fobs, passwords and PINs that can be lost, forgotten or stolen.
In September 2021, BioConnect acquired a Narcotics Safe company called MedixSafe (www.medixsafe.com). We have combined our software technology with MedixSafe market knowledge to create an exciting Line of Business with BioConnect. To learn more: https://bioconnect.com/2021/09/02/bioconnect-announces-the-purchase-of-medixsafe-a-leading-provider-of-electronic-cabinets-and-safes-for-narcotic-key-and-asset-control/
BioConnect has an incredibly unique vision and way of doings things, much like our team members. Our team is forward thinking, self-fueled, relentlessly passionate and centered around unbeatable customer service. Our modern, open-concept office in the heart of Liberty Village, Toronto, is filled with energy, passion, and regular fun events organized by an amazing Social Squad.
What you’ll do:
The Application Consultant Level I role reports to the Manager of Technical Services and acts as a trusted advisor to end users, partners and integrators of BioConnect’s solutions and services. This role involves flexible working from home, with the restriction that you must be within 3 hours of our Liberty Village office in Toronto to attend monthly company-wide and departmental meetings in person. You will collaborate with dedicated and passionate members of the Technical Services team to improve and optimize the customer journey and overall customer experience by advocating for simple and frictionless interactions and transactions with every inbound service and support request. Besides achieving team and individual targets for inbound call waiting, duration, incident / problem resolution SLAs and customer satisfaction, you will develop product and domain expertise and talk to customers not at them, advise on what they should do rather than what they could do, explain complex, technical concepts in simple easy to understand terms and create professional technical content for internal and external consumption.
Key Responsibilities/Requirements:
Deliver an exceptional customer service experience and work to promptly resolve all incoming client issues by phone or email and manage the lifecycle of client issues using Salesforce Service Cloud.
- Incident and problem lifecycle management, root cause analysis and resolution in adherence to SLAs.
- Utilize GoToAssist Expert to establish remote sessions with customers’ systems to assist with software / hardware installation, configuration and troubleshooting.
- Work with the BioConnect Product Team to reproduce, characterize more complex problems, prioritize and escalate accordingly using Jira and Confluence.
- Installation and ongoing maintenance / management of Windows Server and CentOS virtual machines and associated mobile and biometric devices used for testing and reproducing customer issues.
- Create and manage technical articles, training documentation and ‘how to’ videos published on the customer self-serve portal as well as internal technical and process documentation in Confluence and Microsoft Sharepoint.
- Testing of returned biometric devices through the RMA process.
- On-call rotation for non-business hours Critical escalations and rotational 8:30 am to 6:00 pm schedule for statutory holidays.
- Develop, document and maintain standard operating procedures, best practices and customer service guidelines in collaboration with the Technical Services and the BioConnect Product teams.
- Other assigned activities as needed in the following areas, but not limited to: QA, Solutions Consulting and Marketing.
Must Haves:
- Academic background or equivalent experience in computer science, networking, software troubleshooting.
- Experience with Client/server applications, Windows Server / 11, Microsoft SQL Server, networking and TCP\IP.
- 1+ years’ experience providing application support directly to end users.
- Very strong verbal and written communication skills with the ability to own issues and develop into a technical leader both internally as well as with the client.
- Ability to translate technical complexity into easy-to-understand instruction communicated over the phone.
- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks and meeting deadlines.
- Ability to quickly triage customer issues and clearly identify resolutions to diffuse any potential for dissatisfaction.
- Elite problem solver.
- Flexible and adaptable to changing priorities.
- Willingness to learn with strong technical appetite.
- An unwavering commitment to our customers' success.
Great to Haves:
- Strong technical skills / experience with RHEL / CentOS, HTML, XML, HTTP, NGINX Web Server, Ruby on Rails, security hardware, electronics or iOS/Android devices
- Experience providing phone / email technical or customer support of electronics and/or IOT devices.
So, do you think you have what it takes to join this fast-growing team?
Please visit www.bioconnect.com/careers to apply online. We appreciate all expressed interest in this position, however, only the candidates selected for interview will be contacted.
If you require accommodation during the recruitment process, please let the recruiter know when contacted and we will do our best to provide you with accommodation. Thank you.
