Job Summary:

• The Technical Support Specialist at Orbis is responsible to work hands-on with our customers, account managers, developers, and management team in the support and enhancement of our customers’ software experience. You will play a key role in the ability to service our customers and to help execute projects effectively. You will act as an important point of contact for customers on a range of issues from answering questions, discussing solutions, and providing sound technical advice.

Duties and Responsibilities:

• Provide technical resolution for issues or requests pertaining to the Orbis software platform with our customers over the phone, through our online support system and email;
• Be a resource in the expansion and updating of our knowledge base resources;
• Work closely with our development team to articulate customer concerns, issues, and feature requests;
• Work closely under the guidance and direction of our management team to learn Orbis systems and methods;
• Self-manage your time and look for ways of improving the functionality of the products while offering suggestions for future development;
• Manage communication with institutions to ensure system access and timely updates;
• Utilize effective and timely communication skills in interpersonal relationships with customers and Orbis staff;
• Other duties as assigned.

Job Requirements

• Undergraduate degree or college diploma in a relevant area;
• Professional or co-op experience in software technical support;
• Excellent written and oral communication skills;
• Ability to convey technical concepts to a non-technical audience;
• Strong analysis and problem-solving capabilities;
• Ability to work through to a final technical resolution for issues and requests;
• Experience analyzing Java applications;
• Good understanding of Microsoft SQL Server or other database technologies;
• Understanding of web technologies including Dynamic HTML, CSS, and JavaScript;
• Java development and Eclipse IDE experience are considered an asset;
• Experience with C# and .NET Framework considered an asset;
• Experience with Apache and Apache Tomcat is considered an asset;
• Experience with Microsoft Azure considered an asset; Understanding of general development processes and workflows;
• Willingness to learn new programs and technologies;
• Ability to work both independently and in a team;
• Ability to manage multiple projects simultaneously while prioritizing schedules against shifting deadlines;
• Adaptable to fast-changing requirements based on organizational and customer priorities;
• Courage to pursue bold ideas and decisions with passion, determination, and consideration for the impact and risks of your actions;
• Conduct yourself in an honest and principled manner to contribute to the forward momentum of the organization.