Product (ZEMA) Support Specialist II

Richmond, BC
ZEMA Support
10-26-2020
ZEPG Head Office
Depends on Experience  Annual
Full Time

The Opportunity

ZE is a global leader in the development of enterprise data management and analysis software. We design and develop ZEMA, a sophisticated suite of products that provide clients with powerful capabilities for data collection, process automation, and business intelligence through web based analytical tools, services, and dashboards. ZE recognizes the dependence on our team members and repays that with trust and loyalty.  A wide range of technical skills are relevant, but not limited to, Java, SQL, Liquibase, Oracle JDBC, Oracle RAC, MSSQL, Apache Tomcat, Excel add-in, and API. The successful applicant will form a key part of a team responsible for ensuring our clients are always able to use their ZE products and services, getting the best of the services we offer. ZE is expanding globally, currently strongly in Europe with the ZE Cloud expanding to Frankfurt & Amsterdam DataCentres. This is an exciting time of on-boarding and supporting clients across Europe and the wider EMEA region.

ZEMA Support's Mission - We are the face of ZE to the customer: ensuring them satisfaction in their investment. We are proud of our integrity, security, and 24/7 availability to help customers succeed, as we do along with them. We are hiring for multiple level II positions and are looking for candidates across Canada. 

COVID-19 considerations:
To keep our employees as safe as possible, we've transitioned to remote work temporarily where possible. This position will be a remote position and we will consider work from home candidates as well.

Responsibilities

  • Provide frontline support on our ZEMA software suite and services
  • Capture, log and understand incoming client request and issues
  • Perform initial investigation and determine escalations, as well as manage resolution paths
  • Triage issues and requests, as well as determine or provide the necessary follow up
  • Assist in application installations and upgrades, working with internal and external stakeholders to achieve success
  • Contribute to knowledge bases, published manuals and focus on deep learning specific aspects of our products
  • Devise workarounds and interim solutions to keep our clients productive adhering to company change management policy
  • Assist in the training and development of junior teammates
  • Mentor newly joined staff

Requirements

  • Bachelor’s Degree or equivalent education program with focus in Computer Sciences, Mathematics or related field
  • 3+ years’ experience working in a technical support role or similar role
  • An interest in technology and troubleshooting, capable of thinking outside the box
  • Strong verbal and written communication skills
  • Proficient in general computer skills like Office Suite, SQL, with expertise in the enterprise stack – Java, Oracle JDBC, Networking, C#, Rest, Soap, JavaScript etc.
  • A self-starter who can make decisions, take responsibility and work in a high performance fast-paced environment
  • A keen learner who likes to understand context, and has a strong desire to understand how? why?
  • Enjoy working independently without supervision, without hesitation to reach out help and be assisted by your team mates

About Us

ZE PowerGroup Inc. (ZE) is a global leader in the development of data management, analysis, and business automation software. ZEMA is our enterprise-level suite of products. ZEMA enables users to capture, transform, manipulate, analyze, report and visualize data quickly and easily. We work with world-class companies in energy, commodities, and finance to serve users in trade, risk management and IT. Our head office is in Vancouver, BC, and we have operations in Houston, Raleigh, London, Singapore, and Madrid.

With a dynamic corporate culture and supportive management team, a career at ZE is what you make of it. Our environment is defined by the people that work in our company. We stress a balanced approach to work and healthy living. We have a games area as well as onsite Yoga. Our head office is located conveniently next to the Richmond Middle Arm waterfront trail, Olympic Oval, and Steve Nash Fitness club. ZE offers excellent career development opportunities along with a competitive compensation and benefits package. If you are the kind of person who takes initiative, has a positive attitude, and wants to make an impact, then we want to hear from you.