Software Support Specialist

at X2O Media (a STRATACACHE company)
Location Montréal, Canada
Date Posted August 4, 2022
Category Call Centre / CustomerService
Job Type Full Time


X2O Media provides unified visual communication and collaboration solutions for higher education as well as corporate clients across the globe! Our award-winning X2O Platform represents a new category of communication tools that improve how enterprises and learning institutions engage with their employees & students. X2O OneRoom collaboration technology has been installed worldwide at many learning institutions and corporations. X2O Media is part of the STRATACACHE family of digital media / marketing technology companies and is headquartered in Montréal, Canada. For information, visit and follow our updates on LinkedIn and Twitter!

We are hiring for a Software Support Specialist to join our team on a full-time, direct basis; we are looking for a tech-savvy and proactive team player who can communicate effortlessly with all levels of customer organizations!

Do you have a passion for A/V technology, remote learning, and helping others? Can you troubleshoot complex issues? Are you patient and committed to helping clients with a "can do" attitude? If so, then please consider joining our team!

Core Responsibilities:

Analyze/troubleshoot and resolve Tier-3 customer issues for our Unified Communications (Digital Signage) platform.
Analyze/troubleshoot and resolve Tier-2 & Tier-3 customer issues for our Collaboration Room deployments.
Proactively set-up, operate, and/or monitor Collaboration Room sessions for selected customers.
Provide training to integrator partners and end-users.
Respond to calls and operate the Helpdesk.
Serve as part of our on-call rotation for after-hours support.
Communicate with customers, peers / team members, and supervisors in a proactive manner.
Efficiently work with remote teams.
Perform occasional travel to visit customer sites (5%-10% travel)
Additional duties may be assigned, as needed.
At least 5 years of professional experience in customer support, preferably in the Audio-Visual industry (or another technical field).
Completion of advanced technical coursework in Computer Science or Engineering.
Basic proficiency with HTML5, CSS, JavaScript, jQuery, JSON, XML, and/or SQL is a plus.
Experience working with mobile applications is a plus (especially with both iOS and Android).
Understanding of cross-browser/cross-platform limitations and solutions is a plus.
Experience working under-pressure in a fast-paced environment is preferred, especially where you have to adapt to changing priorities and multi-task.
Proven ability to work both independently and in a collaborative team environment.
Proven ability to build collaborative relationships.
Proactive demeanor with the ability to self-organize daily tasks & priorities.
Excellent verbal and written communication skills in English; multi-lingual skills are preferred.

IMPORTANT: For immediate consideration, please FULLY COMPLETE & SIGN our online application when applying!

EMPLOYMENT CONDITIONS: As a condition of employment, all successful candidates are required to consent and successfully pass mandatory background screening prior to first day of employment.

We are an equal-opportunity employer and diversity is valued at our company. We do not discriminate on the basis of age, race, ethnicity, religion, gender, sexual orientation, or disability status. All of your information will be kept confidential according to EEO guidelines.

NOTE: Local candidates only. No relocation or immigration assistance is available for this position.

No recruiters or third parties.

We thank all candidates for their interest, but only candidates selected for follow-up will be contacted.

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