Support Engineer (Montreal or Toronto)

Axiell is the global leader in Vital Records software with customers in Canada, Australia, New Zealand, and the USA. Our software solutions allow government entities to manage the storage and use of vital statistics information including life event data (births, deaths, and marriages), certificate security, data transfers between government entities, and fraud prevention.

We are looking for a Support Engineer to join our customer services department. Reporting to the Customer Support Manager, you will build and maintain relationships with our customers via telephone, e-mail, and face-to-face, providing outstanding support during and after the installation and configuration of our software products. You will identify the source of problems, recommend solutions, and notify the development team to make any product enhancements. Full training on our products, technology, and internal processes will be provided. This entry-level position would be ideal for someone starting out their career in a technical support role with the possibility to advance into other roles.

To qualify for this role, you will need:

  • Problem solving skills

  • Experience and genuine dedication to customer care/service

  • To be a flexible team player with a willingness to learn on the job from peers and through formal training

  • To take initiative and possess a high tolerance for stress and the ability to remain calm under pressure

  • Organizational skills and the ability to work in a fast-paced and constantly changing environment.

  • Post-secondary education in a relevant degree or diploma required

  • Excellent written and verbal communication skills

  • Fluency in French is an advantage

  • Experience with Java is essential

  • Experience with UNIX/Linux, C++, PERL and database engines such as Oracle is an advantage

  • Applicants invited for an interview will be expected to demonstrate basic programming knowledge by completing a written programming test followed by a PI evaluation.

As part of this role, you will:

  • Ensure customer satisfaction by fulfilling email and telephone support requests during and after the installation, implementation, and configuration of AXIELL products and services

  • Provide customer support in setup, configuration, troubleshooting and issue resolution

  • Coordinate and manage customer expectations; Identify the source of problems, recommend solutions, document, and notify the development team to make enhancements

  • Perform Programming tasks as assigned by senior and core developer

  • Perform other duties and special projects as required

This is an excellent opportunity for any motivated individual looking for a career with a global software and services company offering excellent career progression and a unique and fun work environment. Axiell also offers employees the option of a hybrid / flexible work schedule.

Don’t meet every single requirement? At Axiell, we are dedicated to building a diverse and inclusive workplace and are committed to the principles of employment equity. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification, we encourage you to apply anyways and tell us why you are the perfect candidate we’re looking for!

To apply, please send us your up-to-date resume and covering letter explaining why you are interested in the position, how you are uniquely qualified for the role, and your salary expectations.

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