This position combines several positions together under one job and therefore requires an enthusiastic and unique individual. The requirements for each portion of the job are below by position category.

Requirements

The Customer Support Representative will ensure that customers and prospects receive outstanding support and services by:

• joining the Global Customer Support group, reporting to the Director of Customer Support;
• maintaining in-depth knowledge of Impatica and related products;
• providing high quality telephone and e-mail customer support directly to customers, prospects and partners;
• troubleshooting specific problem situations as identified through escalation policies and procedures;
• ensuring timely, professional responses to customer inquiries and accurately documenting and tracking all customer interactions;
• providing product training as required to customers, partners and staff.

The Web Site Administrator will be responsible for:

• joining the Global Customer Support group, reporting to the Director of Customer Support;
• maintaining our new corporate web site, blogs and social networking presences;
• retaining site design, performance and compatibility requirements;
• ensuring that the corporate web site follows accessibility standards and is viewable on a variety of platforms, including handheld devices;
• making sure that all web site content is kept current and relevant;
• performing day-to-day maintenance of the web site;
• providing statistical reports regarding web site activity;
• continuously driving web site improvements;
• performing web site and search engine optimization;
• maintaining cutting edge knowledge of current and emerging industry trends and standards in order to effectively contribute to the on-going development and enhancement of the corporate web site.

The Product Testing Specialist will ensure that all Impatica products meet the highest possible level of quality before they are released commercially by:

• working with the development team in order to help release high quality, easy to use software in a timely fashion;
• performing pre-release functionality, performance, load and stability testing of Impatica products to ensure that they perform as specified;
• designing, recording and implementing test plans as necessary;
• designing, implementing and supporting testing tools for automated testing of software as required;
• participating in the ongoing maintenance and improvement of existing products by communicating with the software development and customer support groups, troubleshooting software, reporting defects and validating problem resolutions as required.

Qualifications

The requirements for each portion of the job are below by position category.

The Customer Support Representative:

The following are considered essential:

• a post-secondary degree or diploma in a related discipline;
• 2+ years in a customer/technical support position;
• demonstrated ability to provide high quality support for software and/or hardware products;
• advanced knowledge of Windows and Windows Server operating systems;
• solid experience in implementing and administrating enterprise IT infrastructures, including one or more of Microsoft Exchange, Lotus Domino and or Novell GroupWise;
• experience using wireless handheld devices, especially BlackBerry;
• expert knowledge of Microsoft PowerPoint;
• fluent command of English with excellent written and verbal communications skills;
• ability to work effectively under pressure and flexibility to work outside of normal hours when the situation warrants;
• outstanding interpersonal and organizational skills;
• drive to please customers, ensuring that every interaction is a positive experience;
• strong problem solving skills and impeccable attention to detail.

In addition, a balance of knowledge and skills in several of the following areas is required:

• MCSE/MCSA with messaging (Microsoft Exchange)
• IBM Certified System Administrator - Lotus Notes and Domino
• experience administrating BlackBerry Enterprise Server software
• experience using Mac OS, Mac OS X, Linux, Unix
• experience setting up Web (IIS, Apache) and Mail (Domino, Exchange) servers
• understanding of wireless technologies: GSM, CDMA, Bluetooth
• knowledge of the following protocols: SMTP, IMAP, POP3, SSL, FTP
• knowledge in web application technologies: HTML, Applets, JavaScript, Servlets, JSP, ASP
• media format standards: GIF, PNG, JPEG, SVG, WMF, EMF, WAV, SMIL, QuickTime, Windows Media, Real, Flash
• ability to communicate in language other than English (e.g., for European and Asian markets)

The Web Site Administrator:

The following are considered essential:

• a post-secondary degree or diploma in a related discipline;
• knowledge in the design and implementation of web sites; detailed understanding of Internet and web technologies: HTML, CSS, Applets, JavaScript, Servlets, JSP, ASP, FTP, HTTP, SSH;
• a proven track record of meeting deadlines and achieving targeted results;
• experience creating handheld-friendly web sites;
• experience creating web sites with accessibility in mind;
• awareness of web challenges and limitations such as refresh rate, bandwidth and browser compatibility;
• experience in search engine optimization;
• solid understanding of graphic and media formats;
• knowledge of web development tools; e.g. Dreamweaver;
• knowledge of Adobe Creative Suite, in particular: Photoshop, ImageReady, Acrobat and GoLive;
• experience with multiple operating systems such as Windows, Mac OS X, Linux, UNIX , BlackBerry;
• proven ability to multitask and to deliver high quality results on time;
• impeccable attention to detail;
• effective verbal and written communication skills in English.

The Product Testing Specialist:

The following are considered essential:

• a post-secondary degree or diploma in a related discipline;
• knowledge of Microsoft PowerPoint and other Microsoft Office applications, including Visual Basic for Applications;
• advanced knowledge of Windows and Windows Server operating systems;
• ability to work in a team environment;
• working knowledge of bug tracking software;
• impeccable attention to detail;
• experience in the design and implementation of test strategies and plans;
• the drive to execute software tests;
• experience testing server applications;
• effective verbal and written communication skills in English.

In addition, a balance of knowledge and skills in several of the following areas is required:

• Operating Systems: Windows, Mac OS, Mac OS X, Linux, UNIX;
• E-mail Servers: Microsoft Exchange, Lotus Notes and Domino, Novell GroupWise;
• Multimedia Applications: Macromedia Director and Flash;
• Technical Skills: Computer system setup and configuration;
• Testing Tools: Bugzilla, Java/JUnit, automated testing tools;
• Programming Languages and Technologies: Java, Perl, C#, JSP, Python, MySQL;
• Mobile platforms: BlackBerry, Sony Ericsson and Windows Mobile;
• Wireless Technologies: GSM, CDMA, Bluetooth;
• Languages: ability to communicate in language(s) other than English (e.g., for European and Asian markets) considered an asset.

To Apply

Please submit your resume to Impatica Careers with CSR, WD and PTS in the subject line. We thank all respondents for their interest, but only qualified candidates will be contacted.