Product Support Specialist
In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.
The primary objectives of this role are:
- First point of contact for support tickets created by our customers.
- Work with regional support teams and Customers to troubleshoot, diagnose and resolve or further escalate support tickets.
- Reducing the quantity of support tickets by providing specialist services for the diagnosis and resolution of support tickets.
- Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.
Domestic Travel Required: 40 % International
Travel Required: 10 % Job Requirements Title Description
Required Experience and Job Specific Knowledge
- At least 3 - 5 years’ experience
- Proficiency in computer coding, troubleshooting and testing
- Customer service experience - Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
- Exposure to SQL or similar database
- Proficiency in at least one high-level programming language (C, .NET, Java, etc.)
- Fluency in reading, writing and speaking English and one other major language is a plus.
- Proven track record as a Product Support Specialist (or similar)
- Competency managing the after-hours support phone
- Excellent time management with ability to balance multiple priorities in an organized manner.
- Experience with cloud providers (Azure is preferred) Required Education, Certifications and Credentials B Sc degree in Computer Science, Engineering or equivalent
Responsibilities:
- Determine most efficient way to create functionality
- Meet customer requirements
- Document the functionality properly Install functionality on-site with a minimum of client disruption
- Properly use ticketing system to track ticket status Repair functionality 5 - Extremely Important
- Successfully connect to client site to verify and reproduce the problem
- Diagnose root cause of problems
- Complete repairs within SLA timeframes
- Get system to function properly as quickly as possible Customer Support 5 - Extremely Important
- Provide technical customer support through task assigned processes using code changes, updates, testing and QA methods to ensure product functionality
- Write FORMS reports based on customer requirements
- Write shell scripts
- Open support ticket whenever the issue requires action, code changes or consumes more than 30 minutes of support time
- Complete all required fields in tickets properly Successfully support clients for the local region and for other regions through the Follow-The-Sun initiative Perform Quality Control 5 - Extremely Important
- Test quality of produced code to make sure it is error free
- Ensure code meets all specified requirements
- Ensure all required documentation has been generated and meets quality standards
- Provide actionable feedback to code author when quality does not meet standards Mentor and Train Team Members 3 - Important
- Coaches newer Application Engineers on support procedures, product functionality, customer requirements.
- Is accessible to Engineers as needed during support calls
Position Description:
General - Written Communication
- Communicates effectively, thoroughly, and accurately in writing
- Writes concise, organized, and easy-to-read reports, letters, memos and emails
- Prepares accurate and effective formal documents 3 - Effective 3 - Important General - Work Organization
- Organizes activities to ensure their proper completion in a timely manner
- Effectively schedules time by assigning priorities to daily/weekly/monthly work activities
- Avoids crises through systematic planning and follow through Important FORMS Programming
- Completes Modules/Database Extensions
- Advanced FORMS programming
- Writes effective FORMS code in adherence to standards
- Properly utilizes generic FORMS code
- Handles client data responsibly and safely
- Backs up data when doing irreversible changes
- Writes FORMS reports that are easily maintained
- Modifies real-time FORMS code in a standardized and maintainable fashion
- Modifies DBMSD database structures in a standardized and maintainable way
DISPATCH 6.X.X Administration
- Installs Microsoft Servers & Embedded WinCE
- Restarts Windows services
- Diagnoses Application database problems Diagnoses Application service problems
- Upgrades Dispatch to new build
- Diagnoses IIS service problems
- Uses SCCM to manage fleet configuration
- Diagnoses UNIX/Linux OS problems
Unix/Linux Shell Scripting
- Navigates file structure effectively
- Selects the correct tools to collect the required information
- Writes effective bash shell script
- Adheres to existing scripting framework
MEOS Programming
- Properly configures individual MEOS modules
- Avoids interfering with live mobile units unnecessarily
- Effectively queries mobile units
- Writes and customizes MEOS in a standardized and maintainable fashion
Troubleshooting
- Determines when investigative calls to customer are required to solve issues
- Asks customers appropriate questions to properly scope the problem
- Gains an understanding of customers’ needs and how they use the product
- Invests necessary time to identify root cause
- Requests assistance from more knowledgeable team members when unable to identify root cause or solution 3 - Effective 4 - Very Important SQL Server Administration
- Configures SQL Server
- Creates SQL databases
- Indexes SQL tables
- Diagnoses SQL Server performance problems 3 - Effective 2 - Somewha t Important MineCare Administration
- Restarts all services effectively
- Properly configures mobile equipment to send data to MineCare
- Troubleshoots and resolves snapshot issues
- Troubleshoots and resolves trend issues
- Troubleshoots and resolves real-time issues
- Troubleshoots and resolves client application issues
- Troubleshoots and resolves reporting issues
- Troubleshoots and resolves application server issues
- Installs application and prerequisites effectively
ProVision 3.X Administration
- Diagnoses and troubleshoot Provision 3 problems
- Restarts DbmsdAdapter and Intellimine services
- Runs TSQL queries and stored procedures to clean up tables and diagnose problems
- Efficiently converts customer polygons to XML and import into server
- Audits customer text files before importing or while troubleshooting import failures
- Runs exports on diglines for shovels and volumes for dozers VMWare Administration
- Creates virtual machines and install operating systems on them
- Installs VMWare onto physical servers
- Clusters physical servers together
- Troubleshoots and resolves VMWare framework issues Wired / Wireless Networking
- Performs basic troubleshooting with network transport problems
- Analyses and recommends changes to firewall configurations
- Effectively communicates subnet size requirements with customers
General - Learning Agility
- Driven to increase knowledge and competency
- Takes ownership of own professional development
- Proactively seeks out learning opportunities and developmental experiences
- Plans for personal development
- Takes initiative to find information needed to gain understanding
- Develops awareness of where internal and external learning resources are, such as manuals, forums, websites, courses, books, subject matter experts, etc.
- Distinguishes between the most effective and accurate learning resources vs. the most accessible learning resources
- Takes initiative to contribute to learning resources when gaps are discovered in order to help other learners
- Takes effective notes and creates personal job aids to support learning and performance
- Develops relationships with internal and external mentors and coaches to support professional developmen
Technical Services - Client Service
- Manages difficult or emotional client situations effectively
- Responds promptly to client needs
- Maintains courteous and professional phone demeanour
- Anticipates what internal and external stakeholders must know about support issues/requests, and provides the information to relevant stakeholders
- When unable to solve support issues, takes the initiative to find help without losing ownership of the issue
- Does not take irreversible action without proper investigation
- Avoids “quick fixes” and creates sustainable solutions
- Verifies problems are resolved before closing service requests
- Solicits client feedback to improve service
- Meets commitments
- Makes special efforts to ensure that customers are satisfied