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FileFacets is an online data analytics and content migration tool that automates data categorization and metadata attribution so that unstructured content from multiple sources can seamlessly populate Enterprise Content Management (ECM) systems. FileFacets uses unsupervised clustering and other advanced technologies to put the power of data science into everyone’s hands.

We are looking for a bright Software Support Specialist to provide enterprise level technical support to our customers. This technician will provide support via phone, web, email, chat and other channels. A background in engineering or IT support is required.


  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Ensure data security requirements are part of daily procedures and in the execution of all duties


  • SQL database knowledge and experience
  • Experience in providing IT support, ideally in a helpdesk environment
  • Experience with end Help Desk ticketing systems
  • Excellent written and verbal communication skills in English
  • Ability to handle multiple tasks concurrently and set priorities with excellent problem solving skills
  • Strong attention to detail and accuracy (in all area including documentation, with computers and visually)
  • Ability to work independently and with excellent judgment to both follow instructions with minimal supervision and take initiative as required
  • Previous experience of working in a customer facing environment
  • High degree of professionalism and ability to work both in a team environment and independently.
  • Demonstrated ability to quickly and effectively analyze and resolve technical/software issues

Job Type

  • Full-time

Job Location

  • Kanata, ON

Required Education

  • College degree in IT or combination of IT education and experience.

About FileFacets

If you are interested in a career with FileFacets please send your resume to 

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