Description
Purpose Driven Career
Spend your days making a difference, not just working for a living. At Galvanize, we help our thousands of customers in countries all over the world make a direct impact every day. We do that by creating security, risk management, compliance, and audit software that uncovers fraud, waste, and abuse in their organizations.
Headquartered in Vancouver, Canada, with an award-winning culture, and a global presence. We work with the best customers and coworkers, tackling strategic business challenges and building awesome careers. Our Values are Customer Intensity, Embracing Ambiguity, and Authenticity, and they influence everything we do.
Customer Support Architect (CSA) has subject matter expertise and technical mastery, and influence in the support organization. This role is recognized as a point of contact for the assigned product areas across the entire customer support organization. CSA collaborates closely with the Product and Development teams to represent the needs of customers. They are trainers and mentors. CSA has a daily ticket solve target and an average CSAT rating goal of 90%.
Responsibilities
- Exceed customer expectations by providing superior levels of technical customer support, efficiently and professionally to Galvanize end-users, channel partners, and internal customers
- Develop deep understanding of the Galvanize products, architecture and interconnectivity with other technologies
- Troubleshoot application errors, support software installations and upgrade processes, as well as complex scripting operations
- Serve as a Technical Escalation point to T2 team for all technical issues that cannot be resolved by the T2 team members
- Identify the needs and provide product training to the support organization
- Act as a back-up to T3 team
- Recreate, verify and document defects in collaboration with Product and Development teams while keeping the user informed through regular follow up
- Assist in creating and verifying product documentation and ensure accuracy and maintenance of our Knowledge Base by creating and contributing detailed articles and documentation for existing products, new releases, and related technologies
- Respond to cases in the T4 queue and ensure SLAs are consistently met
- Actively participate in ongoing self-development toward achieving an expanding skill set, including, product, technical, and industry knowledge
Qualifications
- Active, hands-on and able to effectively provide excellent customer support
- Must have a prior customer support experience
- T4 level knowledge in at least one of supporting product line (Higbond or Rsam) and at least T3 level knowledge in the 2nd product line
- Effective team coordination and organization skills
- Good problem solving and conflict resolution skills to quickly and effectively resolve customer issues and ability to handle difficult situations
- Demonstrated professional and appropriate written and verbal communication for internal and external customers
- Flexibility and availability to provide 24/7/365 global coverage, for the absences and vacations of team members
- Work during US PST hours
Why you’ll love working here
- You’ll tackle unique challenges and face the unknown often, supported by an amazing team who really want you to succeed.
- Your growth opportunities are endless. From professional development to job shadowing, we’ll work with you to make your career goals happen.
- You’ll become part of a greater community. We believe in mentorship, supporting students to explore opportunities in STEM, and many other important causes.
- You’ll be paid well and enjoy great benefits, paid days off to volunteer in your community, relocation opportunities to our international offices and other perks to keep your mind and body healthy.
Ready to apply?
Thanks for your interest! Apply at wegalvanize.com/careers. Once we’re reviewed your application and determined it’s a match, we’ll reach out with next steps. Please note that due to the high volume of applications received, only short-listed candidates will be contacted.
We invite you to check us out on wegalvanize.com, Facebook, Twitter, LinkedIn, and Instagram.
Galvanize welcomes applications from all candidates who meet our job requirements. Galvanize does not discriminate based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, genetic characteristics or a conviction for which a pardon has been granted or a record suspended.
