Customer Success – Production Support Developer

The Tier1CRM Customer Success team is responsible for ensuring ongoing customer satisfaction in the areas of customer service, production support, and product deployments.

As a key member of our Customer Success team based in Toronto you will:

  • Leverage your experience as a software developer to work directly with customers and internal team members to provide escalated technical support of Tier1CRM products and customer environments (including advanced troubleshooting and analysis, configuration & administration, technical consultation, and software development)
  • Engage in software development activities for priority initiatives and special projects (including front-end development, back-end triggers, automation utilities and integrations)
  • Execute deployment & validation of software to production and pre-production force.com environments (including deployment planning, test method development & validation, development and execution of data migration scripts and automation tools)
  • Deliver technical training and support via web conference or in person as required
  • Work with our product engineering & product management teams to report product defects and idea recommendations on new product features & fixes on behalf of our customers
  • Provide emergency/after hours response (rotating on call) for critical production support issues outside regular office hours (which can include weeknights, weekends, and holidays)

We are looking for:

  • Passionate, customer service oriented individual with proven technical support & software development capabilities
  • Creative problem solver with proven software development and troubleshooting skills
  • Positive and professional attitude with the ability to remain calm, and deliver under pressure
  • Excellent written and verbal communication skills as demonstrated through clear documentation and explanation of defects & issues to both technical and non-technical stakeholders with a natural ability to interact with all levels of management
  •  Technical leadership and a “team player” as demonstrated through mentorship and knowledge sharing of best practices

 

Skills / Experience:

  • University graduate with demonstrated academic excellence (Engineering, Computer Science preferred)
  • 3+ years in software development in a customer-facing role supporting production and pre-production environments
  • 1+ year of salesforce.com configuration and development including APEX, Visual Force and SOQL
  • Solid understanding of internet technologies, databases, object-oriented concepts & languages (RDBMS, SQL, Java, .NET, HTML5, CSS, JavaScript, Web Services)
  • Solid understanding of production environment support & deployments (e.g. change management, deployment planning & execution, rollback, etc.)
  • Solid understanding of Customer Support Processes and Best Practices (Ticketing, Call Logging, Escalation, Basic Action Workflow, etc.)
  • Demonstrated ability to prioritize, context switch, distribute and escalate workload as required
  • Responsiveness to customer priorities to help ensure overall customer satisfaction
  • CRM industry knowledge and experience
  • Knowledge and understanding in financial services industries and capital markets

We are located mid-town (Yonge/Eglinton) in Toronto.

Please email or fax your cover letter and resume to:

Hiring Coordinator
Tier1CRM Inc.
Fax: (416) 932-4775
email: careers@Tier1CRM.com (pdf or text format submissions only)
Only those individuals being considered will be contacted