Riva International, Inc. Hiring For Success Specialist – Night Shift – Remote – Canada – at Edmonton, AB Full Time

WHO IS RIVA?

Riva is an Edmonton-based software development company with a global footprint. Riva’s client base includes the world’s largest banks and hundreds of global 1,000 companies with high-value clients and high standards for workflow interoperability and data security and privacy, but there are thousands more to reach and educate! Our Relationship Engine creates seamless data flow between applications like email, calendar, contacts, and tasks and CRM – synchronizing relationship data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.

WHO ARE YOU?

You have a proven knack for technology; you are usually the one friends and family call to help troubleshoot their tech problems. You are a detailed person, organized and methodical in your approach to troubleshooting. You understand Root Cause Analysis and can clearly articulate your thoughts and words into professional emails/documentation, which is easily digestible to non-technical people. Some may say you are like Sherlock Holmes, overcoming challenges and investigating an issue until you have gotten to the bottom of it! You become a valued member of any team you join! On top of all this, you continually strive to deliver customer delight while leading with integrity.

WHAT WILL YOU BE DOING?

Reporting to our Success Team Manager, you will work with our Edmonton and Nova Scotia teams to provide product support to our clients worldwide. You will manage the initial support requests and gather details and examples to accurately diagnose and resolve the issue or escalate as needed. Troubleshooting is done remotely via screen share applications and documented in our support ticketing system. In reality, there is no such thing as an “average day” at Riva. You will be working with new clients and new scenarios almost every day. You will find that you are empowered with technical expertise but will also have the freedom to forge your path in the best interest of our customers.

To assist clients in EU and APAC regions, we have an opening for an individual on our night shift team. The role is a rotating night shift position with one month on nights and one month on days.

Both shifts are Sunday to Thursday.

• On nights the typical shift is 11:00 p.m. – 7:30 a.m. Mountain Time
• On days the typical shift is from 8:30 a.m. – 5:00 p.m. Mountain Time except for Sundays, which have a 1:00 p.m. Mountain time start.

To accommodate another time zone, we can be a little flexible with start times/end times.

More specifically, your duties will include:

• Effectively respond to selected customer inquiries quickly and efficiently while providing clear and professional customer communication.
• Delivering remote installation, configuration, and support for new & existing Riva Cloud and Riva On-premises customers and internal teams.
• Providing remote troubleshooting and technical support to Riva customers.
• Assisting in testing and documentation of installing and configuring Riva for customer projects.
• Documenting activities in Zendesk and creating related development tickets in an issue tracking tool such as Jira.
• Escalating support calls to senior team members as required.
• Maintaining knowledge base and related resources and helping customers self-serve.
• Perform other duties as required from time to time.

WHAT DO YOU BRING?

• 5+ years of experience in customer service in a help desk, service desk, training, pre-sales technical support, desktop, or IT network support capacity.
• Computing technology diploma, university degree, college diploma, a Microsoft MCSA, or other.
• Knowledge of web server administration using IIS, .Net Framework, load balancing, disaster recovery, and Windows Server 2012+.
• Proficient in scripting languages such as Power shell.
• Experience in utilizing tools like Fiddler or F12 Developer tools.
• Able to document in a clear, concise manner regarding installation, configuration, and maintenance.
• Experience with C# in terms of reading logs, identifying errors, and understanding workflows.
• Industry-specific certification, Salesforce, Microsoft, Amazon.
• Must be able to communicate fluently in written and spoken English.
• Experience providing remote support for client, server, and web-based applications.
• Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to prioritize and manage several milestones and projects efficiently.
• Working remotely, you are expected to have a quiet room or office where you can work without interruption.

Bonus points for:

• Secondary language skills.
• Experience installing, configuring and supporting one or more supported CRMs (Salesforce, SugarCRM, Microsoft Dynamics, SAP, Oracle, and others).
• Experience installing, configuring, and supporting messaging systems (Hosted or On-Premises Exchange, Office 365, Google Apps, IBM Notes).
• Interest in pursuing a long-term career in pre-and post-sales technical support and training.

WHAT YOU CAN EXPECT FROM US:

The total compensation package includes:

• • Paid vacation starting with 3-weeks.
  • RRSP matching.
  • Paid wellness time allows for flexible discretionary allocation for mental health, personal benefits, and personal time.
  • Paid time off to volunteer with charities of your choice.
  • Additional paid time off throughout the year.
  • Extended health care benefits, dental and life insurance.
  • Access to third-party Employee Assistance Program.

• Professional development and training allowance for career advancement.
• A great culture that fosters diversity, equity, and inclusion.
• Work with fun, like-minded people.

Make your mark on Riva’s bright future – and yours!

Must hold a valid work permit or be a permanent resident or citizen of Canada.

Riva is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Don’t miss any communication from us! Please be sure to add [email protected] to your contact list to ensure delivery of all correspondence from us.