Product Specialist

Location: Quebec City


The mission

Ensuring our clientele’s maximum satisfaction by identifying, analyzing and correcting problems they report. Based entirely in the Quebec City headquarters, our team is tasked with assisting our worldwide customers when they encounter problematic behaviors, wish to customize the product, or need pointers on best practices. Coveo provides 24/7 technical support, so off-business-hours on-call shifts are required on an alternating schedule.

Using our breakthrough Insight Solutions technology, our team can rapidly analyze and resolve complex customer problems, earning us a solid reputation in the industry.

The job in a nutshell

From an everyday perspective, the work comes down to analyzing the issues reported by the users to identify whether they are known and corrected problems, or require further investigation. As the latter is most often the case due to the product’s inherent complexities, a good amount of time is applied to building test environments for reproducing and troubleshooting issues. When this preliminary work shows that a deeper look into the code will be required, the tickets are escalated to the engineering team.

The Product Specialists team furthermore proudly aims on pushing industry support boundaries and regularly gets involved in providing targeted customizations on a best-effort basis.
Assistance is provided to customers through a variety of media, from asynchronous email, to shared screen teleconferencing, or frontline phone response.

What you would have done yesterday

• Installed the latest Coveo Beta and tried to find as much bugs as possible
• With an Application engineer, did a web meeting and solved a problem for a customer
• Updated our internal Wiki page
• Answered coworkers question and gained precious Karma on our OSQA site
• Setup a new Virtual Server for your secret side-project
• Received basic training on Visual Studio and C#

What you might do today

• A short meeting with the team to summarize your current load and to talk about more complex tickets;
• A lunch-and-learn, to keep your knowledge of the product’s features up-to-date.
• Developing and maintaining internal tools to improve global productiveness.
• Play some Kinect on lunch time getting ready for a busy afternoon!
• Do some ASP.NET code debugging for a customer interface customization

What we’re looking for

Coveo is looking for Product Specialists that have an innate sense for customer care. Although previous experience is a plus, a natural thirst for knowledge combined with a demonstrable autodidactic history can make a difference. Our interviewing process allows us to look beyond technical background and identify raw talent.

Experience with the following is considered an asset:

• Expertise with Microsoft Server products;
• Use of virtual machines environment (Virtual Machine Manager, Hyper-V)

Simply put, the ideal candidate is a smart, tech-oriented, motivated and autodidact individual

Coveo is committed to a policy of equal employment opportunity.  We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law.

Qualifications will be methodically assessed/verified

Previous Applicants:

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