ABOUT US:

SDL is a leader in language technology software, providing enterprise solutions to fortune 500 companies, international governments and, language service providers in over 30 countries.  As the language technology experts, SDL helps organizations implement the optimum technology solution that streamlines multilingual communications regardless of whether translations are outsourced or translated internally. 

SDL is looking for a Technical Support Engineer to join our team as a full-time employee

working from the Montreal office.

KEY RESPONSIBILITIES INCLUDE:

• Provide real time response\resolution to customer support inquiries
• Ensure customer satisfaction and ticket resolution
• Troubleshoot and reproduce client issues via remote desktop connections, building internal testing environments
• Document and escalate reproducible issues directly to products team.
• Work closely with products team to validate fixes and workarounds in internal bug tracking system
• Tracking and follow-up of all reported issues in issues tracking system
• Ensure timely resolution of all customer issues
• Contribute and maintain knowledge base articles
• Provide technical assistance to international clientele by phone, electronic communications and remote connections
• Make sure customer expectations are exceeded a little bit at every opportunity

QUALIFICATIONS / EXPERIENCE

• Proven customer satisfaction approach
• Proven customer communications skills
• Excellent verbal and written communication skills in both French and English
• Ability and willingness to learn new technology quickly
• A proven team player with the ability to work under pressure
• Self-motivated and able to work with minimal supervision
• Computer Science Degree/Diploma or equivalent
• Structured approach to problem solving
• In-depth proprietary Software Installation, Troubleshooting & Technical Support experience
• In-depth knowledge of Windows 7, Windows Server 2008/2012 and Hyper-V virtualization
• Knowledge of MSSQL database configuration
• Excellent knowledge of networking principles and the IP protocol.
• Highly analytical and articulate

 WHAT TO BRING:

• Ability to follow departmental processes
• Exceptional time management and ability to prioritize duties
• Collaborative style
• Keen interest in technology and desire to learn about SDL technology

NICE TO HAVE:

• Knowledge of localization processes
• Experience with Computed Aided Translation Tools, and the Translation industry in general.

YOU WILL BE A GREAT FIT IF:

• You like a challenging but rewarding fast-paced environment
• You love working with some of the top global brands
• You love finding solutions to complex problems
• You are willing to develop your technical skills

EDUCATION AND EXPERIENCE:

• University Degree
• Previous experience in a similar role

WORK ENVIRONMENT

• Brand new modern open concept office with breakfast and fruits available as well as great coffee.
• A Keg for special events!
• Located a couple of minutes from Peel metro station, very practical in winter as you don’t need to go outside.
• Possibility to do charity work for 5 days paid.
• 3 weeks’ holiday.
• Fun social committee.
• Gym membership and massage therapy discounts.
• Access to a vast library of eLearning training.
• Great benefits plan (dental, medical, STD/LTD, EAP…)