Technical Support Analyst

Responsibilities

About the Opportunity:

Become a subject matter expert for global, enterprise software solutions

Assist clients by troubleshooting technical issues and developing solutions

Identify training opportunities

Interact with developers and QA when escalating issues

Manage issues from initial reporting through to resolution

Identify tasks, bugs and improvements

Provide timely updates with appropriate details in a professional manner

Follow up with stakeholders

Perform investigations within a group or alone

Participate in On-call support rotation

Qualifications

Focused on delivering customer satisfaction

Knowledge of SQL to create read queries

Understanding of web technologies

Proficient English, verbal and written

Strong interpersonal skills

Experience in a technical support or help desk role

Effective analytical, problem solving, decision-making skills

Strong knowledge of Excel

Tech-savvy – you love to learn new things

Post-secondary education in Computer Sciences

Nice To Have Qualification

Knowledge of HTML is an asset

Knowledge of the Software Development Life Cycle is an asset

You enjoy learning new software and bringing forward new technology ideas

Ideally you speak a second language beyond English – if so, tell us about it.