Technical Support Specialist -Software Applications
Job Summary
The Technical Support Specialist will provide exceptional support for external customers and internal Optimum Info Account management teams in helping use our Solutions. The ideal candidate will troubleshoot software applications, and application issues while working closely with IT, software development, and database teams in our India software development and product support centers.
Preference will be given to candidates with database experience and foundational programming skills, enabling them to diagnose application-related issues, analyze data, and communicate effectively with clients and technical teams.
Job Duties:
- Provide first- and second-level technical support for software applications, systems, and end users.
- Diagnose and resolve technical issues related to Optimum’s business applications.
- Manage support tickets and ensure timely resolution in accordance with service level agreements (SLAs).
- Troubleshoot application errors using logs, queries, and diagnostic tools.
- Assist users with system configuration, software updates, and access management.
- Document troubleshooting procedures and resolutions.
- Collaborate with software developers, database administrators, and business stakeholders to identify and resolve issues.
- Monitor system performance and identify opportunities for process improvement.
- Participate in testing, deployment, and support of new software releases and system enhancements.
· Job location will be Toronto, Canada
Other Functions:
· Serve as a liaison between client technical teams and Optimum Info's account management team, ensuring clear communication and timely resolution of technical and business issues.
Requirements:
- Associate's or bachelor’s degree in information technology, Computer Science, Management Information Systems, or equivalent experience in STEM disciplines.
- 2+ years of technical support, application support, or related experience.
- Strong troubleshooting and problem-solving skills.
- Experience using ticketing and incident management systems.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical and critical-thinking abilities.
- Customer-service mindset with a focus on user satisfaction.
- Experience working with relational databases such as Microsoft SQL Server, MySQL, or Oracle
- Ability to write and troubleshoot SQL queries for data validation, reporting, and issue resolution is preferred.
- Basic programming or scripting experience in languages such as Python, C#, Java, JavaScript is preferred.
About Optimum Info
Optimum Info is a growing business solutions company specializing in franchise network development solutions for the Automotive, Power Sports and Equipment industries. We provide a fast-paced growth environment with a start-up like culture
We are headquartered in Irvine, CA, and have a presence in multiple US cities, Canada, and Europe and have a software development center and technical support center in India. We support customers in North America, Europe, and APAC regions.
Our sharp focus on outstanding customer service and innovative business solutions system functionality is core to our success. We work closely with our customers to ensure high levels of system adoption. Our goal is to consistently exceed customer expectations and achieve high levels of customer satisfaction through innovative solutions and exceptional customer service.
As a growing company, we offer strong learning and growth opportunities that help develop careers. We provide a friendly and professional work culture that provides challenges and opportunities for talented individuals to grow professionally.
Pay: $43,000.00-$75,000.00 per year
Work Location: Hybrid remote in Toronto, ON (Toronto District)
