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Job offered: Application Support Specialist

Type: Full-time
Location: Vancouver, Canada

We are looking for an experienced application support specialist who is ready to move to the next level. If you enjoy a challenge, and are driven by curiosity and results, this may be the most rewarding job you ever had.

Lambda Solutions is a leading provider of Open Source e-Learning solutions based on the popular Moodle and Totara Learning Management Systems. We provide Managed Hosting and Professional Services to clients in Education, Corporate Training, Healthcare and Government. We are a young and dynamic organization that will put you in the driver seat and give you a chance to learn fast, and contribute to our growth and our brand.

Responsibilities:

  • Provide 'level 2′ support services for customer support issues.
  • Reproduce, troubleshoot, and diagnose technical issues.
  • Escalate issues to Level 3 support according to procedure.
  • Resolve cases and provide solutions to customers.
  • Follow best practices, specifically removing critical first (possibly with roll-back or workaround), addressing long-term solution second.
  • Manage a personal queue or backlog of open cases, ensuring SLAs are met, and customers are updated with appropriate timeliness according to best practices.
  • Contribute to corporate knowledge by capturing best practices, either in documents, knowledge base items or shared documents; developing best practices and documentation, whether procedural or technical.
  • Knowledge transfer to colleagues.

Mandatory Qualifications:

  • Experience with LMS (Moodle) is an asset
  • Minimum 2 years of experience in customer facing application support role.
  • Customer application support experience in the software industry, including phone and email channels.
  • Customer service skills and strong written and verbal communications.
  • Technical troubleshooting and issue documentation.
  • Able to work autonomously and as part of a team.
  • Able to work well under pressure, meet deadlines, and thrive in a fast-paced, intellectually challenging, and performance-driven environment.

Desired Qualifications:

  • Experience with eLearning software
  • Experience in the enterprise software industry
  • Experience with open-source software such as Moodle, Totara, Mahara, Drupal
  • Experience with LAMP stack, HTML, and CSS

Benefits of Working at Lambda

  • Flat organization with a highly collaborative team
  • Competitive compensation plan
  • Weekly staff treats and cheesecake on your birthday!
  • And much more! See our Careers Page for further benefits. 

Entry added by Sean Hougan - Friday, August 8, 2014, 1:58 AM
Last updated - Friday, August 8, 2014, 2:25 AM