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Technical Support Specialist Aptos ONE

Aptos, Canada - Montreal, Quebec

Engaging customers differently… no matter when, where or how they shop.


Technical Support Analyst

 

A quick snapshot….

As a member of the Aptos Customer Experience Support team you will be providing high quality functional and technical support services to our clients using the Aptos ONE Cross Commerce product. This support encompasses the Store-side client application through to our Cloud-based microservices platform including the communication and infrastructure in-between.   

 

Here’s what you’ll do…          

          

  • Leverage industry and organizational standards, patterns and best practices to address immediate customer issues and support the customer experience
  • Review, triage, and prioritize customer inquiries and support requests ensuring essential information is captured.
  • Research and resolve technical issues, along with determining and implementing workarounds where necessary, while providing clear and consistent updates to the client and end-users of the systems.
  • Partner with customers, as well as internal implementation and product development teams to investigate and apply solutions to issues.
  • Maintain existing systems by identifying software defects, reporting to our development team and providing solutions to clients when available.
  • Proactively identify support needs and address risks before they become an issue.
  • Enhance client satisfaction by ensuring that response, updates and call resolution times occurs within the defined service level guidelines and team goals & objectives.
  • Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity.
  • Contribute to new and existing operational documentation and knowledge base articles.

 

 

Here’s what will give you an edge…

  • Strong technical troubleshooting, analytical, and problem solving skills are essential.
  • Very strong communication skills along with very good interpersonal skills.
  • 2-4 years of relevant technical support experience.
  • Flexibility to work with a shifting schedule, including on evenings and weekends, and with an on-call rotation.
  • Experience with the Retail industry and application support
  • Familiarity with cloud environments (AWS, Azure, GCP), microservices, API support, and networking (including wireless and mobile)
  • Scripting knowledge and experience with Powershell, Javascript, or VBScript.
  • Highly motivated and a strong desire for continuous learning and personal growth
  • Self-starter, organized, and dedicated to implementing quality and standards
  • Strong documentation and presentation skills – the ability to explain technical items in a non-technical way

 

 

Passion. We know it when we see it. Passion is not saying how much you love what you do in your most excited voice. Passion is revealed in your truest self. It’s about what you’ve accomplished; how you want to grow; the ideas you have; your philosophies. It’s demonstrating through your words and your actions that you truly believe in what you do -- and where you work. That it matters to you. And that’s pretty cool.

 

Resourcefulness and application. At Aptos, we have a pioneering spirit -- when we have questions, we find answers; when we’re faced with challenges, we find solutions. We turn to a variety of resources, including our own colleagues, our professional network, the Internet, articles and books -- whatever helps us get the job done. But it’s not just about using a variety of resources to gain knowledge -- it’s also about applying that knowledge to other areas of the job or business where it might make sense. 

 

Initiative. You don’t wait around for things to happen or for your manager to tell you what to do. You’re not only proactive about completing your own work, but when you sense the need to introduce a project that will benefit the team or the organization -- even if it’s outside your scope of work -- you put a proposal together, talk to the team about it, and own it. And that also goes back to having a pioneering spirit. 

 

Quality orientation. You rarely make mistakes because you have good processes in place to ensure that every last detail is correct. There’s hardly an error that gets past you -- even when you’re under pressure to complete something in a very short timeframe.

 

Did we pique your interest?

If this sounds like the kind of job you would love in the kind of environment you would thrive in, please drop us a line -- we’d love to hear from you!

#LI-TM1

Did we pique your interest? 

If this sounds like the kind of job you would love in the kind of environment you would thrive in, please drop us a line -- we’d love to hear from you!

About Aptos

Aptos drives growth for more than 1,000 leading retail brands with a pioneering spirit, authenticity, and a strong sense of community. We believe in doing things the right way, and we back it up. It’s that simple. You’re committed to advancing your business—to achieving higher goals and sustaining growth. We share that commitment, unconditionally. To fulfil it, we’ll work with you not just as providers but as fully engaged long-term partners. So while our technology matters, along with our services, experience and expertise, so do our values. Values determine not just what gets decided and done but how. They can make or break how confident and comfortable you are in working with our teams. That’s why we’re very clear about our values. And why the ones that underpin our relationship with you are the same ones that are actively reinforced in our workplace, day in and day out. Our values define our corporate culture. They drive performance. And they ensure that we always work together in the right way: with a pioneering spirit, a sense of community, and authenticity. It’s The Aptos Way.

Aptos

Want to learn more about Aptos? Visit Aptos's website.