As NIRIX grows, we are always looking for friendly, technically-savvy CustomerCare Agents to join us! It’s a full-time, Edmonton based position, and you might just be a perfect fit. You’ll know it if you’re your family’s first call for support, and you are known for being helpful, patient, and awesome–particularly when it comes to explaining complicated things in a way that anyone can understand.
We love our customers, and we want to make sure they love their support experience. You’ll look forward to every next email, because it’s an opportunity to help another person get their work done.
That’s a super-brief intro, and there’s a lot more to it. But first, you need to know if you’ll even like working with us. (We think you will.)
A Bit About Us
We provide several cloud services for businesses that want to do more with their IT for less. For more than a decade, businesses have been relying on NIRIX to handle their critical cloud services. Our experience and attention to detail have lead to an exceptional uptime and all these awesome customer reviews. We love building something that supports and protects our fellow Canadian businesses.
We’re profitable, bootstrapped, and growing.
Now on to some of the things we’re going to need help with.
What you’ll do…
Provide professional and timely front-line Tier 1 technical support for our customers of all NIRIX cloud services via phone, remote access, on-site, and email
Work collaboratively with the rest of the CustomerCare team in delivering excellent and prompt customer support
Troubleshoot technical problems with cloud services that customers have with NIRIX that may include, but not limited to:
Hardware failure and repair
Software driver installation and configuration
Network administration experience on the Microsoft Windows platform, Microsoft Exchange 5.5 – 2010 platform, Citrix Metaframe platform, Microsoft SMS platform, Microsoft IIS platform
Onsite technical support
Be part of NIRIX’s 24x7x365 technical support team and follow standard support and escalation procedure
Create, update, escalate, and close support tickets using NIRIX in-house oneSupport Ticket Management System on a timely and consistent manner
Ensure all support related, security, and information disclosure policies and procedures are followed and enforced
Inform the appropriate contact within NIRIX on any potential security breaches or customer complaints
Regularly monitor network and infrastructure performance, security, and system status and report any potential problems
Follow established standard operational procedures for technical support, escalation, and customer complaints
Your the one we’re looking for if…
You have an IT Diploma, degree or equivalent years hands-on IT experience.
You know Microsoft Active Directory better than you know reddit.
You have basic TCP/IP and internet-working protocol knowledge.
Other people consider you a stellar communicator.
You are wildly productive and independent, but a team-player at heart.
People thank you when you deliver difficult news. You’re that good.
Documentation and organization are your thing.
You can flawlessly juggle multiple tickets at a time.
You value excellence and continuous improvement. At the same time.
You understand how every support response is an expression of the NIRIX culture and brand.
A valid Alberta driver’s license is mandatory.
We’ll be in touch when we review your application and we’ll let you know if we have an open space and would like you to move to the next step.