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full time Bilingual Application Support (Spanish/English) (Toronto, Ontario)

at Jobs in Toronto in Toronto

Manages a fast-paced queue of support inquiries and requests.
Troubleshoots/debugs qualified system issues, and provides technical logging or database information when applicable.
Investigates root cause analysis of qualified system issues where applicable.
Applies database and system patches/updates to the client's hosted clients.
Provides instruction for application of system patches and updates to self hosted clients.
Deploys system upgrades and features such as new licenses or modules.
Ensures client requests are acknowledged and resolved within service level agreement times.
Communicates with clients to better serve them in relation to their support requests.
Follows-up with clients regarding cases pending confirmation when applicable.
Works closely with the clients' project managers and trainers to provide customer service for clients.
Acquires, maintains and applies detailed knowledge of the client's application.
Identifies and documents opportunities for improvement based on customer suggestions.
Categorizes and documents qualified system issues for Development.
Works closely with Development and Quality Assurance teams to move issues through the software release process.
Bachelor's degree in Computer Science, Computer Engineering, Information Systems, Information Technology or equivalent technical College diploma.
1-3 years web application or IT support experience.
Understanding in application programming languages (ASP.NET, XML, Java Script) and database languages (SQL, T-SQL).
Excellent prioritization and organization skills and excellent communication skills.
Strong problem solving skills with ability to analyze and make an educated decision.

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Published at 22-07-2012
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