Skillsoft
Technical Support Engineer - Bilingual
Brand: Skillsoft
Req#: 502615
Updated: 04/12/2019
Job Type: Regular
Location: Fredericton NB
Category: Support
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Job Description

 

Job Description:

 

The Technical Support Engineer is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email in English and French.  Additionally, the Technical Support Engineer will support internal teams and clients in the scoping, design, and development of application integration solutions that facilitate the delivery of Skillsoft’s services to client audiences.

 

Job Responsibilities:

 

Routes or answers all incoming communication (email, phone, or other) from customers and clients. 

Lead application integration solution design initiatives that facilitate the delivery of Skillsoft’s services to client audiences

Ability to handle calls of both a technical and non-technical nature

Ability to produce effective incident reports and documentation of procedures

Identifying opportunities to improve current work processes

Liaison with client and ensure clients’ needs are met

Ensure service level agreements are being met within the Technical Support center at all times

 

Job Requirements:

 

Ability to communicate information and ideas clearly and concisely, orally and in writing, in both French and English

Post-secondary education in a related field or an equivalent combination of training and experience

Previous experience (2+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor

Excellent time management, organizational skills

Ability to function in a team-oriented environment

Strong analytical and troubleshooting skills; proactive in short and long-term problem solving

Ability and willingness to learn and participate in ongoing education

Ability to capture and manage client requirements and expectations

 

Skills Required:

 

In depth knowledge of all Windows Operating Systems, Windows Active Directory, Microsoft Office Suite applications and all common Internet browser applications

Experience in web based application development using common programming languages (Microsoft .NET/ASP, JSON, Java, PHP, etc…)

In depth knowledge of common Internet communication architectures, including SAML, SOAP and RESTful API’s

Experience in the administration of common web server applications such as MS IIS, Apache, Tomcat, etc…

Familiarity with common network security and management devices/applications, including proxy servers and firewalls

Familiarity with AICC / SCORM standards is beneficial

 

Working Hours                         40 hours per week


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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law