Location
Richmond Hill, ON

About the Company
This privately held, VC-backed vendor of Systems Management solutions has a growing number of Global 3000 clients. Serving industries as diverse as Financial Services, Telecom, Oil & Gas, Technology and Managed Services, their technology enables cost-effective virtualization and consolidation that surpasses the competition.

This company is winning deals based on rapid deployment and ROI, as well as through thought leadership in data-center issues. The executive team is proven, with several members returning after a successful exit with an IT solution company.

The Opportunity
For a young, fast-growing technology company like CiRBA, strong customer service is essential. This role offers professional development, security and the visibility that comes with a dynamic, small-team environment.

As the first point-of-contact at the company, you’ll troubleshoot incoming calls from both customers and service partners, managing the escalation of those calls as necessary. Because CiRBA is welcoming new customers daily, this is more than a simple ‘support’ job, it is an important and highly visible role.

Based on your calls, customer interactions, and resolutions, you’ll also be asked to relay customer feedback and suggest product improvements. Effectively, you’ll be an internal customer advocate.

With an expected employee growth-rate of 100% in 2008, CiRBA is enjoying tremendous momentum. Your expertise will help keep it that way,

Responsibilities:
• Responsible for supporting customers and/or service partners
• Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
• Manage escalations from both customers and partners and ensure CiRBA remains strong in its commitment to its customer’s success
• Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
• Create solutions from resolved issues for future use by customers and internal personnel

Who Should Apply
Required Skills:
• Working experience in Windows and Unix troubleshooting
• 3+ years experience supporting customers and service partners
• Strong customer services experience with excellent communication skills (both verbal and written)
• Proven application of sound troubleshooting strategy under conditions of critical severity with large enterprise customers and/or mission critical organizations
• Willingness to learn and ability to seek out answers and escalate when necessary

Nice to Have:
• Good understanding of database and middleware administration; server consolidation and virtualization tools, best practices; datacenter architecture and configuration
• Experience supporting large customers and service partners

Contact
To make an inquiry or to submit a resume, please contact: Meaghan Moiseev