Support Solutions I

About the Role
As a Support Solutions I team member, you will be the first point of contact (FPOC) for clients and partners seeking assistance with the iQmetrix suite of products. This Level I support role is critical in delivering exceptional customer service, resolving issues efficiently, and ensuring a seamless support experience.

You’ll work within our Support Solutions and Client Enablement teams, managing cases through Salesforce CRM and contributing to our mission of providing fast, reliable, and knowledgeable support. This will require ongoing skills development with new and existing products within the iQmetrix ecosystem. This a temporary full time position.

Location Preferred: Regina, SK

Key Responsibilities

• Front-Line Support: Serve as the primary point of contact for live support channels, including phone and chat. This includes delivering real-time support to clients as their issues occur and managing multiple issues at once.
• Client Case Management: Provide timely and effective support, training, troubleshooting, and investigation of client-reported issues. Managing cases within the Salesforce CRM.
• Escalation Handling: Identify and escalate product defects or complex issues to Level II Support or Product Development teams as needed.
• Providing appropriate information and replication steps to ensure efficient resolution of issues or incidents.
• Documentation & Knowledge Management: Create and maintain internal and external documentation, including runbooks and support guides, ensuring consistency and clarity.
• Incident Response: Participate in incident communication and coordination, including updates via Status Page and managing parent/child case relationships.
• Salesforce CRM Case Management: Triage, prioritize, and manage support cases using Salesforce Service Cloud, identifying trends and ensuring timely resolution. Ensuring we are meeting specific SLA requirements.
• Cross-Team Collaboration: Work closely with DevOps and other technical teams to resolve issues and improve support processes.
• Client Communication: Engage directly with clients to gather information, troubleshoot issues, and facilitate faster resolution times.
• On-Call Support: Participate in scheduled on-call rotations to provide after-hours support coverage and statutory holiday coverage as needed.
• Product Expertise: Maintain subject matter expertise (SME) across the iQmetrix suite of products to deliver knowledgeable and confident support.
• Participating in the Strategic Process: Ensure active participation in the
• Strategic Process of the Team. This includes Team Tactical meetings, 1 on 1 and Strategic planning as it pertains to the Support Solutions Team.

Qualifications

• Strong communication and interpersonal skills ( adaptability, attention to the detail).
• Experience in customer support or technical support roles
• Familiarity with Salesforce CRM or similar case management systems ( POS systems, Slack, Microsoft skills)
• Ability to troubleshoot and investigate technical issues
• Comfortable working in a fast-paced, collaborative environment
• Willingness to participate in on-call rotations
• Knowledge of iQmetrix products is an asset (training provided)
• Demonstrated aptitude for analyzing complex issues and implementing effective solutions in a timely manner.
• Adaptability and resilience when faced with new challenges and evolving client needs.
• Attention to detail and the ability to spot irregularities in specific flows or processes

What We Offer:

• Begin your journey with a competitive starting salary! 
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family. 
• Embrace work-life harmony with a flexible hybrid working environment, generous vacation and trusted sick leave program. 
• Invest in your future with our RRSP/401K/PF and Share Ownership plans. What's even better? We offer a match program!
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.  
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance. 
• Give back with up to 6 days of paid time off annually for volunteering or personal learning. 
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment! 

What is an iQer?

An iQer is a term, used daily across all iQmetrix locations, is someone who works for iQmetrix. Sounds simple, but there’s more to being an iQer than meets the eye!

If you’re an iQer, you approach problems with humility and an open mind. You’re a go-getter who doesn’t wait around to be told what do to. Whether it’s on your own or with a team, you aren’t afraid to try new things, fail, succeed, and improve along the way. Your team, the company, and the well-being of others come before your personal agenda—you’re an ally to your colleagues and the community.

The world changes fast and, as an iQer, you’re ready to adapt. You recognize diversity in the world, listen to others, and consider all perspectives.

Want to Join the Team? 

If you’re interested in a career with iQmetrix, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

We are a hybrid work environment, remote and in-office for all employees in an office city.

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