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Applications Support Specialist - software/qa/dba/etc

City: Kamloops
Date: 11 Sep 2018
Category: Software / QA / DBA

Application Support Specialist

Report to: Support Manager

Location: Kamloops, BC

About Streamline
Streamline, a subsidiary of Arrow Transportation, is seeking a full-time Application Support Specialist. Streamline is dedicated to producing the next-generation Fleet Management solution for the Transportation Industry. After running its 1st generation product internally for the past 10 years, Arrow has given Streamline the task of revamping and bringing the Navistream product to market. Navistream has been in development for nearly 5 years and had it's official product launch in Q1 of 2014. Navistream is an exciting product that provides many features to improve traceability, efficiency and safety compliance wherever goods or people are transported.

Job Summary
Streamline is looking for a professional and highly-motivated individual to take on the vital role of servicing our customers with the highest level of service. The Application Support Specialist role is a key position that requires direct communication with customers as well as an expert level of product knowledge in order to help troubleshoot issues and train users. A successful candidate will love technology, enjoy problem-solving, and be passionate about delivering a quality customer experience. We work in a dynamic team environment where our success is governed by our mutual desire to work together to deliver the best product in the industry. This is an exciting opportunity for an individual wanting to be an integral part of a growing company who is keen on establishing industry best-practices to maximize customer satisfaction.

The Application Support Specialist list is primarily responsible for:
• Tier 1 & Tier 2 support (requiring in-depth understanding of customer concerns and ability to troubleshoot various aspects of the system)
• Acting as the customer liaison to the QA and Development teams (updates during Dev team sprint meetings)
• Producing user documentation (inc. User Manuals, Quick Start Guides, KB Articles, etc.)
• Conducting customer training sessions (for new customers and to cover new features with existing customers)

Streamline is a burgeoning company. Preference will be given to someone with industry experience and/or has demonstrated leadership skills.

Role Requirements
• Consistently provide an outstanding customer experience
• Highly organized and proactive approach
• Exemplary communication skills - able to convey complex technical information in a clear and concise manner, both written and verbal to all team members and stakeholders
• Strong analytical and problem-solving skills
• Friendly demeanor and a team player
• Effective time management

Preferred Experience
• Bilingual (French/English)
• Degree or tech diploma in Computer Science, Information Technology (IT) or related field
• Technical help desk (inc. Tier 2 & 3 support)
• Technical writing - experience producing manuals and/or marketing materials
• Database querying (SQL)
• Software testing
• User training
• Customer relationship management

Work Conditions
• On-site at our Kamloops Office
• Full-time (40hrs / week) - early morning / late afternoon starts (TBD) required to support customers in other timezones
• Overtime and after hours support as required

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