Our specialty is optimization! And we are proud of our expertise. We leverage our collective intelligence to impact people's lives by improving the efficiency of urban mobility. Our innovative software solutions and expert services in the fields of public transportation and postal operations are recognized worldwide.
Working at GIRO means:
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Being part of a Quebec-based company that stands out internationally for the quality and efficiency of its transportation software solutions;
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Utilizing your analytical and problem-solving skills daily to address complex client issues;
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Being at the heart of project deployment with our clients, comprising the largest public transport companies worldwide;
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Thriving in a healthy, stimulating, and highly collaborative environment surrounded by a qualified and dedicated team;
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Propelling your career according to your personal goals with access to a well-established role development plan within the company;
The Technical Agent in the night shift service center uses their rigor and skills in problem-solving, analysis, and communication to respond to various incidents. They may be called upon to manage versions, prepare shipments, complete initial installations, and provide support to clients and internal users regarding clients' IT environments.
The Technical Agent may be required to collaborate with marketing, project, and development teams. The agent will also be responsible for helping to determine a new service model offered for the Asia-Australia market.
To effectively fulfill their responsibilities, the agent keeps their technical and interpersonal knowledge up-to-date to choose and apply appropriate solutions to resolve software technical issues at the client site or hosted in the GIRO cloud, while respecting our contractual agreements.
Main Responsibilities
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Actively participate in Agile activities and the continuous improvement of not only oneself but the team
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Categorize, sort, and assign received incidents to the appropriate backlog
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Monitor the status of incidents and inform clients of the results
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Keep the Service Center documentation up-to-date
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Respond to incidents submitted by clients and conduct remote sessions with the client to resolve issues
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Escalate issues to the appropriate GIRO and other groups based on their nature
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Prepare version shipments to clients and train new clients for the first installation
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Support and maintain client versions (prepare laptops, manage databases, etc.)
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Manage the configuration and installation of versions specific to clients
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Actively contribute to creating a secure team environment where values of respect, trust, and transparency prevail
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Deliver quality service
Qualifications
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Minimum of 3 to 5 years in a role with similar responsibilities
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Embody a spirit of transparency and honesty
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Embrace the right to make mistakes to foster continuous improvement
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Be innovative
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Be collaborative
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Enjoy encouraging, congratulating, supporting, and showing interest in teammates
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Have a thirst for learning new methods and technologies
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Be comfortable sometimes diving into the unknown to solve a complex problem or learn new technology
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Learn from mistakes
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Deliver quality service
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Show empathy towards teammates, collaborators, and clients
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Be aware of the impact of words and actions on the team
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Accountability, Respect, Commitment
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Be curious, modest, autonomous, open, courageous, and flexible
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Actively participate in creating a secure team environment where values of respect, trust, and transparency prevail
