Blackhawk Network

  • Application Support Engineer

    ID
    2019-10888
    Category
    Engineering
    Position Type
    Full-Time
    Location : Location
    CAN-ON-Toronto
  • About Blackhawk Network:

    At Achievers, our software delivers a powerful new way for companies to engage, align, and recognize employees enabling remarkable business success. Every day.

     

    We hire ambitious professionals who thrive on their entrepreneurial spirit and want to Change the Way the World Works.  As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and L.O.V.E. our culture. Achievers is more than just a software company; we are industry leaders in the HR space. 

    Overview:

    We are looking for a highly motivated, energetic and outgoing individual with excellent communication skills to join our team. You aim to please and stop at nothing to deliver for your clients. You have a preference for an aggressive, entrepreneurial company where change happens on a daily basis. You want to be challenged in your work and be recognized and rewarded when you go above and beyond (which is often!) Most importantly, you want to be in a place that’s full of people like you- A players who are fiercely intelligent, share a passion for their work, and know how to have fun!

    Responsibilities:

    • Deliver unforgettable customer service by finding innovative solutions to meet member needs
    • Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
    • Assist internal teams with troubleshooting as needed
    • Act with a sense of urgency to ensure client issues are resolved as quickly as possible
    • Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
    • Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
    • Complete email template changes as requested
    • Manage software migrations, integrations and upgrades (HRIS, SSO)
    • Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
    • Laisse with CSMs and resources on client’s side to work through issues, structural program changes, data changes, upgrades, and migrations
    • Also reviews configurations and assists with generating ad-hoc reports, as requested
    • Ensure best practices are followed and create processes as necessary
    • Meet or exceed service level agreements (SLA targets) and other measures of success

    Qualifications:

    • Have 3-5 years of customer/support work experience, experience in Client Support an asset
    • Have completed a bachelor’s degree
    • CRM (Salesforce) experience is required
    • Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
    • Basic PHP, HTML & CSS, and SQL skills an asset
    • Ability to understand technical aspects of software functions
    • Experience working in a team-oriented environment
    • Ability to work extended hours
    • Experience in addressing support tickets/requests in a queue environment (JIRA)
    • Experience in a metrics driven environment is preferred
    • Are an independent self-starter with a sense of urgency, proven results orientated
    • You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role

    Achievers is committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act.

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