Storagepipe provides world-class data protection solutions including online backup and recovery, electronic archiving and business continuity.
We are looking for an energetic, flexible and ambitious individual with a desire to engage with customers, provide world-class service and to challenge themselves to learn new technology and approaches. Join our rapidly growing company as a key individual, and make a difference. Storagepipe offers a fantastic and flexible work environment and opportunities to learn from and work with an exceptional group of people. We also offer competitive pay and many benefits to our team members.
One of the primary reasons for our success is our commitment to customer service. The ideal candidate for this job will not only be exceptional at IT but must also be great at initial engagement with new customers and providing customer service. Strong interpersonal and communication skills as well as a professional and pleasant demeanor are a requirement. A willingness to go the extra mile to make sure our customers are satisfied with a job well done is critical. If you have a proven track record of supporting customers while offering technical excellence then you may be a great addition to our team. Bilingual (English and French) is required.
Welcoming and activating new customers through call-out processes and product tours/demonstrations
Help customers to install, configure, use, and upgrade software within their environment
Provide excellent customer service including responding promptly to customer requests, professionally and accurately answering customer issues and questions, handle difficult situations and maintain composure and quality service
Communicate clearly and persuasively both verbally and in writing via telephone and email
Learn and apply data protection and disaster recovery concepts and requirements
Track customer interactions and activities in our CRM and ticketing systems.
Be a team player with a positive attitude
Assist internally and with customer IT situations and troubleshooting using strong systems administration and networking skills
Multi-task and work under dynamic conditions and constraints with limited supervision
Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues
Develop common question and answer documentation to be included in company knowledge bases
On-call rotation assignment
BSc degree or recent technical college diploma or equivalent experience
Experience with PCs running Windows XP, Vista, 7 and 8
Experience with Windows Server 2008 and 2012 administration
Strong analytical, prioritization, time management, and follow-up skills
Interest in learning new technologies, troubleshooting and taking on a variety of tasks
Fluent verbal and written skills in French and English
Nice to Have:
Experience with Linux and/or Unix systems administration
Microsoft certification including any of the following: MSA, MCSE, MS Exchange
Networking fluency with an appropriate certification. Cisco CCNA preferred.
Experience with relational databases (Microsoft SQL Server, Oracle)
Experience with E-mail systems (MS Exchange; Lotus Notes)
Experience with virtualization (VMware; Hyper V)
Network Operations Center (NOC), helpdesk and trouble ticketing experience
Sales, account management and customer service experience
At least 2 years of experience in the IT industry