Are you the first point of contact for our customers?
Full-time · Oakville (Toronto) / Partially Remote
As a Business Application Specialist, you will be our first point of contact for all our American live customers with regards to our industry-leading Software as a Service (SaaS) product: S3 Passenger. You will work with the leading inventory and reservation system on the market for rail/bus operators.
Do you believe that you can be our primary customer contact regarding incidents, questions and any other urgencies; multitask, while staying focused under pressure and composed to deliver according to our contracted service level agreements? Then, this role might be for you!
Part of our America Customer Centric Team (CCT), your strong analytical skills will allow you to promptly analyze our customers’ incidents, requests and questions, and offer timely solutions. You will know S3 Passenger inside-out and you keep abreast with all our American customer’s business processes and needs.
In short: you will be the one our customers can truly depend on!
To do so, you will ensure to stay informed about the developments of S3 Passenger to be able to help our customers the best way possible. By using the available tooling and through direct contact with the development teams, you will not stop until you have come to a complete solution for our customer.
When new developments are required for a question, you know how to collect the necessary information and partner up with our Business Consultants; so that our development teams can develop a suitable solution.
According to your experience, you will act as a service manager for one or more customers and become their spokesperson on the operational side.
Your office will be in Oakville where you will spend valuable time discussing client challenges and solutions with your peers. For those days that require dedicated focus, there is plenty of flexibility to work from home, in a hybrid set-up.
We have a global client base, ranging from North America to a strong client base in Europe. With a global go-to-market strategy we are continuously growing and expanding our footprint to Asia Pacific and Middle East.
Quickly and adequately answer functional and technical issues/incidents/service request and questions from our customers;
Stay up to date on the changes/improvements of our software, to be able to help the customer as adequately as possible;
Share knowledge with fellow business application specialists through documentation and meetings;
Partner-up with internal stakeholders, including Business Consultants and Customer Success, to revert timely to customers;
Transition a customer from project to run phase and train more junior staff on supporting customers; and ultimately also act that the Service Delivery Manager North America
You have a bachelor degree;
You have at least two years in a similar position;
Experience in SaaS/Product space;
Experience in (troubleshooting in the areas of) cloud, microservice, multi-tier and API first environments;
Experience with NewRelic (or similar), Postman (or similar), Slack, Jira and Confluence;
Able to perform basic environment changes, e.g. restarting an instance, is a plus;
Native verbal/written communication in English, and French or Spanish;
Enjoys and performs under pressure;
Strong analytical skills;
Proactive, patient and customer-oriented attitude;
Strong dose of inquisitiveness and curiosity.
Join an enthusiastic, diverse, and agile team of more than 240 colleagues worldwide;
Enjoy a flat structure environment with high responsibility and the ability to make an impact;
Work in an open, challenging environment with ambitious professionals from different backgrounds;
Take advantage of exciting travel and growth opportunities within Sqills and the larger Siemens Mobility organisation;
Participate in inspiring company outings with colleagues from North America, Europe, and beyond.
Applications are only accepted from Canadian or U.S. citizens, or from individuals who already have a valid residence and work permit for one of these countries.
