Technical Support Analyst
ROSS • richmond hill, york region, Canada
3 hours ago
Job description
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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