Overview

Position: product support technician 

Employer: ClearDent 

Job details

  • Location: 5489 Byrne Rd suite 166 Burnaby, BC V5J 3J1
  • Work location: On site
  • Salary: $76,128 annually / 40 hours per week
  • Terms of employment: Permanent employment Full time
  • Evening, Shift, Flexible hours, Morning, Night, To be determined, Day, Weekend
  • Starts as soon as possible
  • Benefits: Health benefits
  • Vacancies: 1 vacancy
  • Source: Job Bank #3361078

Overview

Languages

English

Education

  • Bachelor’s degree

Experience

3 years to less than 5 years

On site

Work must be completed at the physical location. There is no option to work remotely.

Responsibilities

Tasks

  • Perform on-prem product installation and cloud product provisioning based on client’s

purchased product and services, including new installation/provisioning, configuration

customization/pre-live, server migration, etc.

  • Perform and maintain records for final acceptance tests for newly provisioned services
  • Learning provisioning and support of new product and features from Research and

Development (“R&D”) as early adopters to smooth out the provisioning and support

processes.

  • Produce and maintain technical knowledgebase articles for provisioning instructions,

troubleshooting guides, and FAQ

  • Provide technical skill transfer across internal teams for product/features updates and

troubleshooting sharing.

  • Conduct feasibility on customer environment to evaluate their fit for service offerings
  • Maintenance accurate worklog in internal system as requested by management team
  • Participate in internal alpha review of new product releases
  • Support customers and Implementation Specialists needing urgent technical assistance
  • Act as additional resources to take tier 2 support calls and perform product QA testing
  • Troubleshoot and resolve technical support escalations from our internal teams
  • Maintain detailed issue logs throughout troubleshooting for progress updates and retrospective reports later
  • Perform salesforce case reviews to ensure client reported problems are properly

followed up and resolved. Also monitor for any spikes, product issue trends and report

them to the product team as feedback.

  • Proactively monitor our cloud production environment, including service

metrics/dashboards for product service availability and escalate to R&D engineering for

additional support as required

  • Other duties may be required and assigned by the manager

Key Qualifications

  • Bachelor of Science degree in Computer Science, similar technical field of study, or

equivalent practical experience

  • 3+ years of experience supporting complex Windows-based applications and complex

cloud-based production application environments

  • Expert knowledge of Microsoft Windows Workstation/Server OS, Microsoft SQL Server,

and applying SQL scripts

  • 3 years of experience in the dental industry
  • Proficiency in Firewall software and principles
  • Experience with networking such as the TCP/IP stack

Experience and specialization

Computer and technology knowledge

  • Servers
  • Word processing software
  • MS Windows
  • SQL

Additional information

Work conditions and physical capabilities

  • Fast-paced environment
  • Tight deadlines
  • Attention to detail
  • Ability to distinguish between colours
  • Sitting

Personal suitability

  • Excellent oral communication
  • Excellent written communication
  • Initiative
  • Judgement
  • Organized
  • Team player
  • Ability to multitask
  • Time management

Benefits

Health benefits

  • Dental plan
  • Disability benefits
  • Health care plan

How to apply

By email

hr@cleardent.com

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