Application Support Agent/Specialist – Downtown Vancouver

Application Support Agent/Specialist – Downtown Vancouver

About Lambda Solutions

Lambda Solutions is an eLearning company, focused on helping clients accelerate learning performance. Our technology, training, and services support over one million learners in all sectors, including education, healthcare, government, manufacturing, retail, and technology. Lambda Solutions is based in Vancouver, Canada, with offices in the United States and Serbia.

Why work for Lambda? We are a team of smart, curious, and boundary-pushing individuals who love to solve problems. We like bad puns, Star Wars, beer on Fridays, and lots of cheesecake. Our Vancouver office is conveniently located in Gastown close to both Skytrain lines, with beautiful hardwood floors, brick walls, and a skylight where the office dogs like to bathe in the sun. We think you’ll have fun (and learn a ton!) working with us.

Overview

We have a great opportunity on our Support Team for a detail-oriented, solutions-driven Application Support Agent/Specialist. This role will focus on providing support for Lambda’s clients focusing on the Learning Management Systems Moodle and Totara. The Customer Experience Agent will also provide support for our reporting tool Zoola Analytics. Working closely with the Director of Customer Operations and the Support Team, the Customer Experience Agent will help clients to resolve their issues and enable them to achieve their LMS and reporting goals.

What you’ll do:

  • Provide exceptional service to Lambda’s clients over email, phone, and chat
  • Effectively and quickly troubleshoot and diagnose application & network related issues within defined SLAs
  • Escalate cases based on requirements and needs
  • Coordinate with the development team on potential bug fixes to further improve the product
  • Follow company best practices, such as removing criticality first and addressing long-term solutions second
  • Own and manage a personal queue or backlog of open cases while ensuring SLAs are met and updating customers with appropriate timelines according to best practices
  • Contribute to and update the internal and external knowledge base
  • Transfer knowledge to colleagues
  • Report to Director of Customer Operations

What you have:

  • A relevant degree or diploma in the technology field (Computer Science, Business Technology Management, Computer Information Technology, Engineering, etc.)
  • 1-3 years working experience in a related field (co-op is accepted towards this experience count)
  • Proficient with Microsoft Excel or other spreadsheet applications
  • High technical aptitude (you pick up technology and concepts quickly)
  • Strong written and verbal English communication skills
  • Great organization skills with a positive and results-oriented attitude
  • Exceptional interpersonal skills with a focus on rapport-building, listening and questioning
  • Experience with ZenDesk and JIRA (preferred)

What Lambda offers:

  • Industry competitive salary
  • Extended health benefits
  • Start-up style working environment
  • Mentorship to those early in their careers
  • Team building social activities
  • A plethora of office dogs
  • More Star Wars puns than you probably want

The Application Support Agent/Specialist is a full-time role, reporting to the Director of Customer Operations in Vancouver, BC.

If this sounds like the right challenge for you, please email a detailed resume to hr@lambdasolutions.net and include the job title in the subject line of your email. Only local candidates who are eligible to accept employment in Vancouver will be considered. No phone calls please. We look forward to receiving your application!

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