ICINITI Corporation is a London, Ontario-based international provider of integrated eCommerce solutions. The company is known for its state-of-the-art, low risk, cost effective products that enable organizations to immediately conduct business over the internet. Our products are installed in ten countries on five continents.
ICINITI Corporation was established in 1999 and has a proven track record of excellence in product development, customer service and employee satisfaction. For fourteen years ICINITI has focused exclusively on the provision of advanced e-Business solutions to mid-market corporations.
Our reputation is founded on an advanced understanding of what drives e-Business technologies and processes, in addition to the development of a wealth of innovative ideas.
 
Are you ready to make a difference in the world of ecommerce with Iciniti?
 

POSITION SUMMARY

The Support Team is responsible for software troubleshooting, installation, setup, configuration, testing, training and support of Iciniti software for customers, internal staff and resellers. They are responsible for resolving and managing of incidents submitted by email and phone through our support ticketing system. The Support Team is also responsible for coordinating and escalating issues with internal staff when necessary. The position involves answering questions for end-users and Resellers of Iciniti software products and therefore requires strong verbal communication skills. When required, the support team may need to remotely logon to a client’s Windows Servers and workstations to deploy, setup, configure and test Iciniti software as well as configure the servers and computers they run on.
 
The successful candidate will have broad experience in application software support, with knowledge in one or more aspects of the software development process and eCommerce.
 

 RESPONSIBILITIES 

The successful candidate's responsibilities will include:

• Handling front line software support calls and emails
• Providing answers, information, and training to customers, internal staff and resellers in a timely manner
• Resolve well known issues independently
• Coordinate support case resolutions with internal staff
• Various software installations and setups as they pertain to Iciniti applications
• Tracking and reporting to supervisor the status of support cases and critical issues
• Providing friendly, quality support, mostly via email, or phone or remote sessions to customers and resellers
• Maintaining product documentation
• Evaluating, testing, and implementing software upgrades, patches, or fixes
• On-call support on holidays and after hours for critical issues.

 
 

ESSENTIAL SKILLS AND QUALIFICATIONS

• Exceptional written and verbal communication skills
• Superior troubleshooting and problem solving ability
• Self-motivated and ability to seek out the answer and think outside the box
• Ability to learn from own past experiences as well as from others
• Very well organized
• Demonstrated multi-tasking skills
• Customer service oriented
• Experience with software application or technical support
• Experience delivering technical training to customers with various technical skill sets
• Proven ability to establish and maintain customer/vendor relationships
• Proven ability to work in a team and under minimal supervision
• Demonstrated ability to work in a fast-paced environment
• Understanding of software development life cycle

 
 

ADDITIONAL ASSETS

• 3 to 5 years of experience is preferred
• Previous experience with eCommerce products
• Previous experience with Sitefinity CMS
• Previous experience supporting .NET applications
• Previous experience in Visual Studio, C# in particular
• Previous experience with web design
• Understanding of Sage ERP and accounting principles
• Experience working with SQL and relational databases
• Experience setting up sites in IIS
• Proficient in Windows OS including Server 2003 and 2008, experience with 2012 if possible
• Experience in software testing and designing test cases 

 
If you're driven to take eCommerce experiences to the next level, it's time you join the team at Iciniti Corporation. We offer a challenging environment that fosters creativity and rewards excellence.