Customer Support Consultant – Toronto, Ontario

Prinova Inc. is a leader in developing and delivering innovative software and services within the Customer Communications Management market.   Prinova Services deliver award-winning designs, and get them into production seamlessly while providing the support our clients need to effectively maintain their communications.  Prinova’s messagepoint solution helps companies strengthen their customer communications by enabling business users to control the entire messaging lifecycle for all print or digital communications without burdening IT.  We are currently seeking a Customer Support Consultant based in either Toronto, Ontario or Kitchener/Waterloo, Ontario.

As a Customer Support Consultant for the Messagepoint Services team, you will provide quality first level support to our customers who use our Messagepoint customer messaging platform. You will be responsible for building and continuing positive relationships with end-users and colleagues while maintaining composure and professionalism during difficult customer interactions.   This position requires a highly-motivated individual who is familiar and comfortable with 24×7 support operations.

Responsibilities:

  • Manage customer support cases from initial report by client through to closing of the issue
  • Independently solve customer problems, providing  superior technical support and service to our customer base
  • Where necessary, interface with the other parts of the Prinova organization to resolve customer issues
  • Provide appropriate situation-based decision making for issue escalations
  • Provide after hours and weekend on-call support on a rotation basis as part of the customer support team
  • Help manage customer expectations for both short-term support solutions and more permanent resolutions
  • Continuously improve your Messagepoint product knowledge in order to handle customer ‘how-to’ questions and identify product deficiencies
  • Help maintain key customer information in Sales Force
  • Help refine processes, systems, and technology to support and enhance the technical support function, including workflow, incident and feedback management
  • Report regularly on support cases and their status
  • Setup and maintain 1-800 support profile for clients
  • Help with setup and maintenance of on-call lists ensuring balanced workload distribution
  • Help populate and maintain our library of documentation, downloads and knowledge articles

Qualifications and Skills:

  • Familiarity with CRM and/or incident tracking and management systems
  • Effective oral and written communication skills
  • Ability to work productively on your own and as a member of the team, fostering an atmosphere of trust, competence and respect.   You are able to self-prioritize and work in a fast-paced, dynamic environment.
  • Passionate about customer service and satisfying clients
  • Experience  working with a wide range of systems and platforms including but not limited to:
    • Operating systems and software: Unix, Linux, Windows, z/OS
    • Web containers: JBoss, Websphere, Weblogic
    • Database software: SQL Server, Oracle

To apply, kindly email your resume to jobs@prinova.com