Job Specifications
Riva is looking for an engaged and passionate Support Specialist to join our diverse, world-class team. We're committed to supporting our clients with organized and methodical troubleshooting supporting the technologies today's businesses need to succeed.
WHAT YOU WILL BE DOING
Reporting to our Support Team Manager, you will provide product support to our clients worldwide. You will manage the initial support requests and gather details and examples to accurately diagnose and resolve the issue or escalate as needed. Troubleshooting is done remotely via screen share applications and documented in our support ticketing system. There is no such thing as an "average day" at Riva. You will be working with new clients and new scenarios almost every day. You will find that you are empowered with technical expertise but will also have the freedom to forge your path in the best interest of our customers.
More specifically, your responsibilities will include:
Effectively respond to selected customer inquiries quickly and efficiently while providing clear and professional customer communication.
Delivering remote installation, configuration, and support for new & existing Riva Cloud and Riva On-premises customers and internal teams.
Providing remote troubleshooting and technical support to Riva customers.
Assisting in testing and documentation of installing and configuring Riva for customer projects.
Documenting activities in Zendesk and creating related development tickets in an issue tracking tool such as Jira.
Escalating support calls to senior team members as required.
Maintaining knowledge base and related resources and helping customers self-serve.
Perform other duties as required from time to time.
WHAT YOU BRING TO THE TABLE
5+ years of experience in customer service in a help desk, service desk, training, pre-sales technical support, desktop, or IT network support capacity.
Computing technology diploma, university degree, college diploma, a Microsoft MCSA, or other.
Knowledge of web server administration using IIS, .Net Framework, load balancing, disaster recovery, and Windows Server 2012+.
Proficient in scripting languages such as Power shell.
Experience in utilizing tools like Fiddler or F12 Developer tools.
Able to document in a clear, concise manner regarding installation, configuration, and maintenance.
Experience with C# in terms of reading logs, identifying errors, and understanding workflows.
Industry-specific certification, Salesforce, Microsoft, Amazon.
Must be able to communicate fluently in written and spoken English.
Experience providing remote support for client, server, and web-based applications.
Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to prioritize and manage several milestones and projects efficiently.
Bonus Points For
Secondary language skills.
Experience installing, configuring, and supporting one or more supported CRMs (Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle, and others).
Experience installing, configuring, and supporting messaging systems (Hosted or On-Premises Exchange, Office 365, Google Apps, IBM Notes).
Interest in pursuing a long-term career in pre-and post-sales technical support and training.
CORE COMPETENCIES FOR SUCCESS
Integrity & Accountability: Acting with honesty and responsibility, taking ownership of actions and decisions. Navigating organizational dynamics.
Communication: Conveying information clearly and effectively across all levels and listens actively.
Collaboration: Inspires and motivates others, embraces diverse perspectives, and works effectively in teams to achieve shared goals.
Adaptability & Stress Tolerance: Staying effective and calm under pressure, readily adjusting to change.
Achievement Focus: Demonstrating a results-oriented mindset to accomplish objectives.
Managing Resources & Digital Dexterity: Combines adaptability to new technologies with effective utilization of time, budget, and talent to optimize outcomes and drive continuous improvement.
Operational Alignment & Coordination: Ensures that operational activities are coordinated, efficient, and focused on achieving strategic objectives.
Talent Management & Development: Cultivates talent by providing development opportunities and fostering a high-performance culture.
MORE ABOUT RIVA
We are an Edmonton-based software development company with a global footprint. Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM - synchronizing data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.
We offer a work culture that fosters diversity, equity, inclusion, and fun. Where curiosity is rewarded, and each day offers the chance to learn, gr
About the Company
Riva is the trusted partner for organizations seeking to build stronger client relationships while streamlining operations. Our innovative solutions empower advisors to deliver personalized, compliant experiences at scale.
With seamless CRM integration, real-time client insights, and advanced data governance, Riva ensures every interaction counts. Serving financial services and other data-sensitive industries for over 15 years, we help businesses safeguard their clients, nurture lifelong relationships, and reclaim valuable...
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