Support Operations Specialist

Location: Richmond, BC - Canada (Remote)

Our Team:

Sierra Wireless is seeking an, experienced enthusiastic, and collaborative individual to join the Support Operations team focusing on processes, metrics, new projects, and general development.

Job Summary:

As a Support Operations Specialist, you will be part of the team responsible for supporting the day-to-day operations, software systems and processes used by our CX Support Organization. You will be able to juggle a diverse workload that includes everything from managing user provisioning, to troubleshooting custom applications and integrations in support of the global organization. As we rely on our systems to support and scale the organization, you will be the backbone and the foundation to our success!

Responsibilities:

• Develop a flexible process and tool execution strategy to support the growth and scalability objectives of Support and company wide initiatives.

• Own and drive projects to completion in agreement with relevant stakeholders in a cross-departmental function.

• Manage a fast-paced queue of Support Operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.

• Support and maintain several business critical systems (such as Salesforce and Five9), including user administration, in accordance with written and audited security controls and configuration changes when needed.

• Provide support and troubleshooting for our Support systems when necessary.

• Understand internal customer's needs and business context to provide outstanding support and maintain high customer satisfaction.

• Assist with implementation of new systems as needed to support evolving processes and critically evaluate our use of systems with a view to improve global efficiency.

• Be familiar with processes & Automation within Support Operations

• Become secondary admin for the IVR platform

• Provide input and suggestions on automation projects for Customer Experience

• Work with vendors

• Manage enhancement requests from other Customer Experience teams

• Attend all meetings with regards to any Support Operations projects

Minimum Qualifications:

• Degree in Computer Science, Business or related

• 1-2 years experience in CRM or a related industry

• 1-2 years experience with enterprise integration tools

• Customer Service skills

• Strong, proven and well-honed communications; ask good questions, listen intently, take detailed notes and bridge the communication gap between technical and non-technical stakeholders

• Excel experience - strong formula building experience

• Sound business judgment and knowledge of financial issues impacting cost, revenue, and profitability

• Demonstrated initiative and problem solving skills

• An eye for detail and out-of-the-box thinking

• Strong team player with service-oriented attitude and customer focus

• You share our values, and work in accordance with those values

• Ability to manage deadlines and competing priorities

• Demonstrates understanding of technical software support processes and concepts

• Familiarity with change management processes and risk control compliance

Career Growth Philosophy

At Semtech, we seek innovation and leadership from each and every member of our team. Our goal is to ensure that our talented professionals are equipped with support, resources, and the opportunity to excel. Our pay-for-performance philosophy provides recognition and prestige coupled with a competitive compensation package.

The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.

A reasonable estimate of the salary range for this position is CAD 53,200.00 - 68,400.00 . There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee's total compensation package.

Job Type: Full-time

Pay: $53,200.00-$68,400.00 per year

Work Location: Remote