Enterprise Technical Support Specialist (Part

Enterprise Technical Support Specialist

Userful accelerates digital transformation for enterprise IT with a suite of applications on a single platform. Innovating at the intersection of operations technology and unified communications, Userful improves collaboration and productivity for optimized mission-critical and core workflows. Built on IT standards and protocols, the Userful Infinity Platform is centrally managed, scalable, secure, and future-proofed. Its software-defined architecture reduces total cost of ownership (TCO) and eliminates operational silos. Userful partners with leading global companies powering a technology ecosystem that ensures seamless integrations and end-to-end interoperability. A multinational company with headquarters in Austin, Texas, and Calgary, Alberta, Userful supports customers in more than 100 countries around the world.

Userful’s solutions have won multiple awards, secured strategic global partnerships, and have been deployed in countless Fortune 500 and notable companies globally including Audi, HP, Samsung, LG, Unilumin, Comcast, Coca-Cola, Wayfair, Ford, Dell, the Calgary Tower and more!

The Opportunity

Userful is experiencing rapid growth, and we're expanding our enterprise support team. This is a part-time position, covering the weekend shift, with the potential to become fulltime in the future. Reporting to the Manager of Customer Support, your mission is to:

• Be the first point of contact for incoming support issues, focusing on customer experience and technical problem-solving.
• Establish and develop a consistent, high level of networking expertise amongst the Userful Support Team.
• Create a sustainable and repeatable model for both End Customer and Partner training on Userful’s suite of solutions.

What You Will Be Doing

• Provide timely and effective technical support to our enterprise clients via phone, email, and remote assistance.
• Troubleshoot and resolve complex networking issues, including but not limited to routing, switching, and firewall configurations.
• Collaborate with cross-functional teams to escalate and resolve customer issues promptly.
• Provide technical support for on-premise & AWS Cloud-connected customers.
• Continuous improvement of the support knowledge base and accountability to key performance indicators (KPIs).
• Successfully manage CRM tickets, Calls, and Documentation, and prioritize issues by severity. Respond within the SLA and in a professional manner.
• Support services for Linux-related operating systems, including CentOS.

Minimum Qualifications

• 3+ years’ experience supporting IT computer networks.
• Proven experience in a technical support role, preferably in an enterprise environment.
• Experience with current Linux Operating Systems, including but not limited to CentOS, RedHat.
• Strong understanding of networking principles and protocols, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Experience with a support ticketing system/CRM.
• Diploma or degree in computer science or IT related field.
• Strong multi-tasking skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Environment

Userful has a friendly, corporate environment in Calgary's downtown core. We are in the First Tower, and on the 2nd floor, you will find a bright and cozy public workspace, a huge, fully-equipped gym, and a connection to the convenient +15 skywalk. The schedule will typically consist of a twenty-four hour work week.

Our Commitment to Equal Opportunity and Diversity

Hiring decisions are based on qualifications, job requirements, and business needs. All applicants are considered regardless of race, religious beliefs, gender, gender expression, physical disability, mental disability, age, national origin, marital status, or sexual orientation. Accommodation for applicants with disabilities is also available on request during the recruitment process.

Userful has a Zero Tolerance policy and is opposed to all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether the harassment or retaliation occurs directly or indirectly.

We’re Looking Forward to Hearing from You!

If you’re customer-centric, and the prospect of collaborating in a dynamic team to provide world-class technical support intrigues you, then the Technical Support Specialist role with Userful could be the perfect opportunity for you!