Support Consultant

About Nakisa

Nakisa stands as a global leader in enterprise business solutions, specializing in Human Resources, Financial Management, and Real Estate. We are dedicated to delivering innovative, forward-thinking, and robust software solutions that propel business strategies forward. Trusted by numerous Fortune 1000 companies, our top-of-the-line solutions have consistently excelled in the market, underscoring our commitment to providing our clients with unparalleled experience.

Our team represents a rich tapestry of cultural and religious backgrounds, making diversity our greatest asset. Unified by our values of Fairness, Integrity, Service, and Humility, we foster an environment where unity and teamwork are our core strengths.

At Nakisa, we continuously strive to ensure that these values guide our actions at every level.

As a company, we are in a phase of dynamic growth and prosperity, offering ample opportunities for those who join us on this journey to develop and thrive alongside us. If you are seeking a workplace where your contributions are valued and where you can actively participate in our pursuit of excellence, Nakisa welcomes you with open arms.

We’re recognized as one of the best Canadian employers, having been named one of Montreal’s top employers, as well as one of Canada’s best employers for recent graduates.

Our people and our culture are the key to our success. If you're looking for a workplace that embraces a hybrid work model, values your contributions, and encourages active participation in our pursuit of excellence, Nakisa warmly invites you to join us.

Responsibilities:

• Serve as the first point of contact for customers reporting software-related issues. Communicate effectively to understand the problem and provide accurate information
• Investigate, diagnose, and resolve software issues based on predefined workflows, logs, and diagnostic tools. Utilize knowledge of the software application to troubleshoot basic and intermediate problems
• Log, track, and manage all customer issues in the support ticketing system. Ensure that tickets are accurately documented, including clear descriptions of the issue, steps taken, and solutions provided
• If issues cannot be resolved within the scope of Level 1 support, escalate them to Level 2 or higher support teams, ensuring that all relevant information is communicated
• Assist in creating training materials and documentation for both internal and external stakeholders
• Assist customers with software functionalities or configuration tasks, following predefined guides and scripts
• Ensure timely follow-up with customers to confirm issue resolution and customer satisfaction, provide additional guidance if needed
• Monitor systems for alerts or errors related to the software and act promptly to either resolve or escalate issues as needed

Qualifications:

• Minimum bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience)
• Proven experience of 1-2 years in Level 1 or higher technical support roles, preferably in a SaaS environment
• Working knowledge of Java, JavaScript, REST APIs and cloud technologies
• Familiar with managing databases and leveraging data analysis tools
• Proficient in managing helpdesk and supporting ticket workflows
• Strong written and verbal communication skills to explain technical issues to non-technical users
• Ability to maintain professionalism when handling customer queries and resolving issues
• Ability to quickly understand issues and provide efficient solutions. Keeping attention to detail and a systematic approach to troubleshooting
• Ability to work collaboratively with other support teams, Willing to learn from senior team members and assist in ongoing professional development
• Available to work in different shifts or sometimes required to provide on-call 24/7 support

We are excited to see how you can contribute to Nakisa’s continued success and innovation. If you are passionate about making a difference and ready to take on new challenges, we invite you to apply for this role. At Nakisa, we believe in fostering a supportive and engaging work environment where every team member can thrive and grow. Apply now to join our team and help shape the future of enterprise business solutions.

We look forward to reviewing your application and getting to know you better.