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Technical Product Support Specialist

Location: Kelowna
Category: Finance
Type:
Pay: To be disclosed to short-listed candidates only
Hours: 8:30 a.m. - 4:30 p.m.

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Description

Okanagan Staffing Services is seeking a full-time Technical Product Support Specialist for one of their valued Kelowna clients, MotiveWave Software. The Technical Product Support Specialist role is the first line of customer support for the MotiveWave trading platform. Knowledge of trading, excellent computer skills, problem-solving skills, attention-to-detail, and superior communication skills are essential. The successful candidate must already live in the Kelowna, BC area, have trading experience, and exhibit an ability to work in a self-motivated environment while maintaining a professional “customer first” attitude.

 Duties and Responsibilities: 

  • Respond to incoming customer calls and emails regarding how to use the software
  • Troubleshoot customer issues with the software and determine solutions
  • Provide software support to customers via email, phone and/or Skype, or screen-sharing
  • Become a product expert on the trading software to provide technically accurate solutions to users
  • Replicate, document, and submit any reported defects from customers to the development team
  • Maintain and update the feature request database and bug database
  • Test new versions of the software before public release
  • Assist in the production of training materials, user guides, video tutorials, webinars, and other documentation
  • Perform other duties, as assigned by management

 Job Type / Category

This position is a full-time permanent position located in Kelowna, BC with benefits after 3 months.

Hours for this position are Monday to Friday from 8:30am to 4:30pm. This is an in-office position (no remote). We offer a business casual environment. Salary will be based on experience.

Required Education, Skills and Qualifications

The ideal candidate will have:

  • Keen interest and experience in trading the financial markets
  • Excellent written and verbal communication skills – must be fluent in English
  • Excellent problem-solving skills
  • Excellent computer skills (including Microsoft Office, Gmail, Web browser, Anti-Virus Software, Firewalls)
  • Working knowledge of all major Windows operating systems
  • Working knowledge of Mac and Linux operating systems would be an asset
  • Ability to deal with people in a professional, courteous, and friendly manner while exceeding customer expectations
  • Ability to troubleshoot and diagnose problems over the phone, by email, and via screen-sharing
  • Ability to learn quickly and be self-motivated
  • Attention-to-detail and effective time management and organizational skills
  • Good online presentation skills for webinars and video tutorials
  • Knowledge of Skype, Snagit, screen-sharing software, and Camtasia Studio would be an asset
  • Previous technical support call center experience would be highly valued

Company Profile

MotiveWave Software is a well-established small, privately held software company in the financial trading industry, located in Kelowna, BC.

If this position interests you, and you have the qualifications and personal or business trading experience, please submit your resume and cover letter with salary expectations to:  Stacey Lalonde, HR Manager, at Okanagan Staffing Services at jobs@okanaganstaffing.com.