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Customer Support Engineer At Adlib Software

Location: Burlington, Ontario

Job Description

Who we are

At Adlib, we are redefining how the world manages and leverages unstructured data. As the global leader in Information Management technology, Adlib helps enterprise organizations enhance content-centric processes by unlocking value in their data.

More than 5,500 organizations leverage Adlib Software worldwide saving customers millions by automating critical business processes and empowering them to make intelligent data driven decisions.

Who you are:

This is an opportunity for a master of critical thinking. It wasn’t too long ago you were completing your undergraduate degree in Computer Science or Software Engineer - and you got into that degree because, ever since you were a kid, you always found yourself asking why. You always wanted to take things apart to see how they work and put them back together to see if you can make them work more efficiently. You’re a detective, a problem solver and an innovator all-in-one.

Our new Customer Support Engineer will:

Be a customer advocate. By providing first through third line support to customers, you’ll replicate issues, document solutions and track customer emails per standard operating processes. You will identify, diagnose and resolve basic issues related to licensing, configuration and/or use of their Adlib products.

Collaborate. You will work closely with internal team members and external stakeholders to manage resolution of cases from start to finish in a timely and efficient manner. This will include offering and seeking advice on hard to resolve issues and working as a team to achieve your goals.

Be proactive. As you work on solving customer issues, you’ll proactively communicate with client and closely follow-up on issues to ensure a transparent and efficient line of communication with the customer.

Our new Customer Support Engineer has:

The education. A diploma or degree in Computer Science.

The experience. 2 years hands-on experience in a customer support role.

The critical thinking skills. We need someone who’s able to take a problem and quickly map out a solution. If you don’t know all the answers - that’s ok - it’s how you think about the problem and steps you take to get the results you need that matter most.

The technical knowledge. You have hands-on experience with:

  • Microsoft Office Suite Products
  • Windows Server Operating Systems
  • MS SQL Server Administration & Database connection troubleshooting
  • Basic understanding of SQL queries
  • MS Web Services (SOAP, WCF)
  • IIS configuration and troubleshooting
  • Web technologies such as XML, HTML
  • SharePoint workflow knowledge is an asset

The customer savviness. Strong communication, relationship building and conflict resolution skills. You have strong written and verbal communication skills and the ability to work with anyone at any level.

Our company

Adlib headquarters are located in Burlington, Ontario. As a company, we care about employee health and wellness and develop programs that align to achieving personal and professional satisfaction. We are also passionate about our community and participate in many local charitable events.

At Adlib we have a number of employee programs and benefits that drive our culture and values including but not limited to:

  • Fitness reimbursement
  • RRSP matching
  • No limit vacation
  • Extended maternity and paternity leave
  • Employee assistance programs and much more

To learn more about this role please express your interest here or follow us on Twitter, Facebook or LinkedIn for future opportunities.

We believe that each person brings a distinct life experience to our company. Embracing diversity not only enhances our work culture but drives business success. Adlib encourages applications from everyone, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.