ThoughtWire Hiring for Technical Support Specialist at Toronto, ON Full Time

ThoughtWire’s smart building and smart hospital software solutions empower it’s clients in commercial real estate and healthcare to optimize building operations and improve occupant experience by orchestrating data from people, processes, and the connected building in a smart digital asset – the Built Environment Digital Twin. ThoughtWire’s innovative applications are all powered by the Built Environment Digital Twin, which breaks down silos of data to deliver the right information to the right people in context so they can take action. Whether it’s creating a seamless experience for officer workers inside a building or streamlining clinical operations, ThoughtWire is determined to make built environments healthier, safer, and more efficient places to live, work and play.

Who we’re looking for

The ThoughtWire customer success team is looking for a motivated individual to deliver outstanding customer service and product support to our clients. The Technical Support Specialist role will focus on handling complex support issues through to resolution. The successful candidate will be responsible for providing exemplary service to clients in handling technical enquiries and maintaining the stability of the ThoughtWire software solutions. Inside ThoughtWire, the Technical Support Specialist will assist and collaborate with other teams on client-specific issues. When there are no active issues, the Technical Support Specialist is expected to identify common issues and trends, and ensure those issues and trends receive appropriate attention.

The key to success in this role is providing an excellent customer experience by proactively managing all application support issues.

What you’ll be doing

Identify and implement continuous improvements to existing Customer Success processes

Troubleshoot issues and respond to queries from external customers, including outside of office hours

Design and execute SQL queries and shell scripts to generate meaningful data for other ThoughtWire teams such as engagement reports, or usage and improvement statistics

Creating and updating documentation of Customer Success processes

Attend meetings and occasional on-site visits as needed with internal or external clients as a representative of Customer Success

What you’ll need

At least 2 years of external customer-facing experience in a software support environment

Post-secondary degree/diploma or equivalent professional experience

Excellent communication skills for interacting with external and internal customers

Experience with bash scripting to analyse server logs

Experience with SQL for data retrieval and some report generation

Some Linux administration experience to troubleshoot server processes

Ability to multitask and prioritize

Experience in any of these will make you stand out

Previous customer-facing technical support experience

Experience with pro-actively identifying improvements to your workplace or processes

Experience of ITIL-compliant incident, problem and change service management

Basic SQL, HTML knowledge

Why you want to work for us

Great colleagues, mentorship, and meaningful socially impactful work

Full benefits package from your start date – no waiting period!

Competitive salary

Flexible hours

Great office location in Toronto’s Market District; near St. Lawrence Market

Short walk to Union Station or King Station; steps from the King streetcar

Healthy snacks and free drinks

ThoughtWire is an open and inclusive environment that values diversity and invests in the skills and growth of all our team members. We are non-traditional career path friendly, valuing the individual and their skills over the credentials they carry. ThoughtWire welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.