Technical Product Specialist - TI (Mississauga, CA)

Job Summary:

Working with a Project Manager and implementation team, you are the on-site face of Trapeze as you work with clients on the requirements analysis, installation, configuration, testing, end user training, and support aspects of ensuring that the solution is delivered and operational in the most efficient and effective manner possible. You are adept at problem identification and resolution and have the ability to put yourself in the client’s shoes to understand their business processes. You are committed to developing strong relationships with your clients and have the presence to establish credibility and trust quickly.

Job Description:

Working with a Project Manager and implementation team, you are the on-site face of Trapeze as you work with clients on the requirements analysis, installation, configuration, testing, end user training, and support aspects of ensuring that the solution is delivered and operational in the most efficient and effective manner possible. You are adept at problem identification and resolution and have the ability to put yourself in the client’s shoes to understand their business processes. You are committed to developing strong relationships with your clients and have the presence to establish credibility and trust quickly.

JOB DETAILS:

*Available for travel of up to 30% within North America*

• Participate in requirements analysis and technical design discussions surrounding various web applications and iPhone/Android/Generic Mobile applications
• Contact customers, including their management, on a regular basis to discuss open issues, ongoing needs, and future plans
• Monitor the customer initial setup and ongoing maintenance processes regarding the installation, training, and ongoing support
• Maintain current files and update the appropriate internal systems and/or personnel regarding customers including correspondences, current configuration, personnel, etc.
• Contribute to the continuous improvement of our client's external web applications by assisting with planning, designing, and developing web solutions
• Perform training, consulting or other support services (including telephone support and production services) for customers as directed
• Offer a direct point of contact for all customers to report their issues and/or questions regarding Trapeze’s systems and services
• Monitor and follow-up open customer support issues

THE PERSON:

• Your background and experience show an emphasis in information technology and business. An educational background in networks or telecommunications would also be preferred.
• You have excellent troubleshooting, diagnostic, process, and procedural skills to include: root cause problem analysis.
• You can approach a problem from more than one angle to find a timely resolution.
• You have exceptional interpersonal skills, are organized and detail oriented plus have strong customer and relationship management skills.
• You are confident in dealing at all levels of a client organization. You have the ability to work under minimal supervision and deal with multiple projects effectively and efficiently, meeting stringent timelines and changing priorities.
• Strong leadership skills and the ability to think analytically and strategically are necessary to be successful in this role.
• You have a commitment to providing the best customer service possible and the ability to represent Trapeze favorably with clients and work as a team with internal resources.

REQUIRED QUALIFICATIONS:

• 2 - 5 years of direct customer facing experience in a technical software support role
• Extensive software experience in a Windows environment
• Proficiency with XML/XSL, HTML5, CSS and JavaScript
• Working knowledge of various scripting tools and languages, as well as with database design and tools (MS SQL 2008 +, Oracle 10g +)
• Working knowledge of Windows Server 2008/2012/2016
• Familiarity with AngularJS, Bootstrap, and other libraries
• Microsoft Applications - Excel, Word, PowerPoint
• Previous experience and/or knowledge of the transit industry is an asset
• Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is an asset
• Previous experience with version control tools (SVN) is an asset

About Trapeze:

Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development.