IT & Software

Technical Support Analyst

ROSS

Richmond Hill · York Region · Canada

Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a strong technical background and experience working with customers in a support role.

Responsibilities

  • Responsible for supporting customers and/or service partners
  • Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
  • Manage escalations from both customers and partners to ensure customer success
  • Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
  • Create solutions from resolved issues for future use by customers and internal personnel
  • Provide focused communication with customers/partners that is professional and timely via telephone or e‑mail
  • Promote teamwork and Customer Support Center success
  • Play an active role in the development of the organization by participating in process development and other business improvement projects
  • May require 24x7 on‑call availability on a rotational basis
  • Occasional travel may be required

Required Skills

  • 8+ years experience supporting customers and service partners
  • Ability to adopt and learn new technologies
  • Excellent Unix Shell Programming skills
  • Working experience in Windows and Unix troubleshooting
  • Strong problem analysis and solution design ability
  • Above average communication skills and interpersonal skills
  • Good understanding of all product features and good skills in explaining features to customers
  • Experience in operating across multiple computer platforms and environments

Nice to Have

  • Good understanding of database and middleware administration
  • Good understanding of server consolidation and virtualization tools and best practices
  • Good understanding of Datacenter architecture and configuration
  • Experience supporting large customers and service partners

Apply online

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Reference: WJ-4703_8221399

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