3rd Level Support and Documentation Specialist

ComQi is a global provider of in-venue Shopper engagement technology.  Our products influence consumers at the point of decision using a wide range of digital touch-points including digital signage, touch-screens kiosks, mobile phones, web, and social media.  ComQi’s mission is to provide an end-to-end communication solution that provides a venue with rapid ROI.  We power global brands including H&M, The Gap, and Six Flags amusement parks.  Headquartered out of New York, ComQi’s R&D facilities are located in Burlington, Ontario.  

 The Opportunity

The 3rd Level Support Specialist will serve as a primary point of contact between the R&D team, Operations team, and customers for product issues. You will be responsible for taking ownership of issues, setting up test equipment, documenting issues and systematically working through to find the root cause. In addition, the candidate must be an advocate for the customer and communicate status updates. 

This position will also be responsible for writing and updating product documentation to become a product expert.  Training will be provided and ongoing due to the dynamic and ever changing landscape of needs of our proprietary software environment. The ability to multi-task and track many issues is critical to being successful. The position requires the ability to work both independently and with other teams in a fast-paced, technology environment.

The successful candidate will function in a multi-faceted role that offers the opportunity for career growth, creative problem solving, and will become an integral part of ComQi.

Responsibilities:

  • Triage issues reported by the Operations and Customer Support teams utilizing Freshdesk and Jira tools
  • Systematically test and troubleshoot issues to determine the root cause
  • Write and update product documentation
  • Advocate for the customers to have fixes scheduled into releases
  • Communicate status updates with customers and the organization
  • Maintain a complete working knowledge of all company products
  • Track / prioritize fixes and work with Product Owner to schedule into releases.
  • Facilitates root cause analysis and incident reviews for internal production issues.
  • Validates fixes and work with Operations and clients on a deployment plan.

Desired Skills and Experience:

  • Excellent interpersonal, verbal, and written communication skills
  • Excellent problem solving / analytics skills.
  • Knowledge of PC Hardware / Software / Operating Systems
  • Willingness to learn new skills and have a keen interest in technology
  • Proficient knowledge of MS Office products and PC applications
  • Ability to work in a fast-paced, dynamic, and deadline-oriented environment
  • Strong work ethic to handle multiple requests with exceptional follow-through
  • A self-starter who is not afraid to take on challenging problems.
  • Customer focused
  • Familiarity with Linux
  • Video Technologies (video codecs, image types)
  • Display technologies (large LCD screens, video walls)
  • Software development
  • Familiarity with JIRA, Freshdesk and Confluence
  • 3+ years experience in a Software Support Role
  • Bachelors degree in technology / engineering or equivalent work experience

What ComQi Will Provide:

  • Competitive Salary
  • Full Benefits Package including Medical and RSP matching
  • Experienced and innovative team where your efforts will be appreciated and recognized

This is NOT A REMOTE POSITION – YOU WILL BE WORKING OUT OF OUR BURLINGTON, ONTARIO OFFICE.

Please provide your resume with a cover letter stating your salary expectations to hr@comqi.com.  While we thank all candidates for applying, only those selected for an interview will be contacted.

ComQi makes certain there is an equal employment opportunity for all employees and applicants for employment, including persons with disabilities. In compliance with AODA, ComQi will strive to provide accommodation to persons with disabilities in the recruitment process upon request

To apply for this job email your details to hr@comqi.com

Apply using webmail: Gmail / AOL / Yahoo / Outlook