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Software Developer 2/Support Desk Representative At Computronix

Location: Edmonton, Alberta

Job Description

About Computronix

Our low turnover rate, challenging work, great client relationships, and team environment create a high morale environment with plenty of opportunity to innovate, grow in your career, and never get bored! At Computronix, we believe in building strong relationships with our clients. For over 30 years, we have listened to our clients and given them what they've asked for: high-quality customer service, ethical business practices, and superior software. Our POSSE Enterprise Work Management software is a world class solution that allows State, County and City government agencies the ability to streamline and automate their workflow in order to meet the needs of their citizens.

Overview

The SDR will contribute technical expertise to the day-to-day operations of the POSSE Support Desk function for the company. This includes responsibilities for customer service and support, incident tracking and problem resolution. We focus on database management built on an Oracle platform and are looking for a full-time experienced developer to be innovative, collaborative, eagerness to learn and grow, develop, and find solutions.

Due to the quantity and complexity of issues, the SDR full time role demands a dedicated individual who is able to navigate through our client’s systems and address issues in a timely and efficient manner. The SDR is also responsible for training/mentoring mid-level Operations (OPS) developers throughout the year, resulting in their increased efficiency and understanding of our products.

Essential Job Functions:

  • Monitor and respond to issues submitted from our POSSE support website according to the support desk policies and procedures.
  • Track all pertinent information regarding issue communication (issues, emails, and phone calls) according to the support desk policies and procedures.
  • Responsible for taking the initiative to solve client issues and escalating to others when personal efforts are unable to solve an issue in a timely fashion.
  • Responsible for training/mentoring OPS developers in POSSE Support policies and procedures during each 3-month term.
  • Responsible for conveying customer comments to the Support Desk Manager regarding the level of service that the customer(s) receive from the Support Desk Group.
  • Responsible for adhering to the customer service standards as defined in the Support Desk policies and procedures.
  • Provide feedback to the Support Desk Manager on possible improvements to procedures, processes, and/or standards improvements to the Support Desk function.
  • Responsible for having an awareness of the service contracts of each client.
  • Any other duties assigned.

Quality Processes:

There are the quality processes that this role will participate in at varying levels of responsibility.

Customer Support
Product Release
Documentation

Core Competencies:

Communication skills
Attention to detail
Experienced Customer Service
Methodical & Resourceful
Prioritization/Organizational skills

Required Education and Experience:

Bachelor’s degree, preferably in Computer Science or Information Technology or equivalent experience and training and at least 3+ years’ software programming experience, preferably with some experience in a software consulting company.

We offer in return:

  • A generous health benefits plan
  • A challenging, fulfilling career with co-workers who interact within the framework of Respect, Trust and Serve.