Job Posting – Support Specialist (Level 1 Support)

Support Specialist (Level 1 Support)

This position is based in downtown Montreal, QC.

Responsibilities

  • Filter all cases (tickets) by assigning the appropriate resource or department and assigning the appropriate priority and classifications within allocated times defined in our SLA
  • Provide first level support for BroadSign Products by performing problem recognition, research, isolation and providing resolution steps
  • Although BroadSign is not responsible for issues caused by the client’s hardware, operating system or network related issues, a Support Specialist will provide assistance on these items to resolve the issue
  • Researching documentation (User Manuals, Knowledge Base, public resources and bugs) to resolve tier 1 issues
  • Record and/or maintain accurate information within ticketing system
  • Interface directly with customers, through the ticket system and on phone, to ensure issues are resolved within the allocated times defined in our SLA
  • Interface with Technical Specialist (Tier 2) to escalate any issues that may not be resolved by a Support Specialist
  • Follow documented procedures to properly filter cases and escalate issues to Technical Specialists
  • Perform scheduled monthly calls with customers to review open items and update customers on upcoming events
  • Document all interactions with customers
  • Report to the Service Manager and perform any other related tasks as requested

Requirements

  • College diploma or university degree in a related field, however equivalent experience is taken into consideration
  • Thorough knowledge and experience working with Windows and Linux operating systems
  • Fundamental understanding of computer, networking and display hardware
  • Knowledge of various content types from images, video, flash and html files
  • Good knowledge of SQL commands
  • Knowledge of Android Operating systems
  • Excellent written and oral English skills with a good knowledge of French (other languages are also considered an asset)
  • Demonstrated ability to communicate clearly with technical and non technical people
  • Strong organizational skills with the ability to manage multiple tasks and changing priorities
  • Strong work ethic and interpersonal skills
  • Self- motivated, fast learner, analytical with strong troubleshooting skills
  • Interest in learning new technologies (tech savvy)
  • A GSD (Get Stuff Done) attitude

Schedule (Based on rotation when necessary)

Candidates must be able to work the following shifts (Monday-Friday)

  • 9 am to 6 pm
  • 1pm to 9pm
  • 3 am to 11 am

What we Offer:

  • Competitive salary
  • Professional, creative working environment located downtown Montreal
  • Tons of benefits including insurance coverage
  • Work Life balance and flexible hours
  • Free hot beverages

About BroadSign

BroadSign is the first global provider of cloud-based software for digital signage networks. Its platform was designed exclusively as a management system for media companies operating digital out-of-home and digital place-based media networks, giving them an unlimited capacity for growth without adding personnel. After over a decade in the industry, BroadSign’s latest incarnation, BroadSign X, has become a mature and reliable fit for all digital signage software needs and its Android-based smart player, BroadSign Xpress, has decreased the cost of deploying digital signage compared to PC-based hardware alternatives. BroadSign’s constant growth, extensive network and dedication to predicting and responding to industry trends make its digital signage solutions a safe bet for the future of networks with even the most complex of requirements.

BroadSign is looking for passionate individuals who take pride in their work just like we do. Join us and you will tap into a culture of growth, passion, creativity and fun that will value and develop your potential. For immediate consideration, send your resume TODAY!

**We thank all interested candidates however only those chosen for an interview will be contacted**

 

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