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Job Title: Product Support Analyst

Duration : 12 Months

Location: Toronto, Ontario, CAN, M5X1J9

Temp-to-perm: Possible

Remote working: Hybrid - 4 days in office.

Bilingualism (EN/FR): FR is an asset

Your role

Provide advanced support for digital platforms by analyzing, prioritizing, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners

Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions

Act as a trusted advisor by providing expert guidance, recommendations, and transparent communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences

Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer

Support product and operational readiness activities, including testing, validation, incident management, service outage communications,



internal and external stakeholder engagement, and recent product releases

Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long-term solutions, process improvements, and enhancements to digital platforms and user experience

Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes

Prerequisites:
Bachelor’s degree and a minimum of three years of experience in an application support or client-facing support role.
Experience in a business-to-business setting, ideally within brokerage, custody services, or financial services.
Knowledge of digital platforms, business systems, or client-facing applications.
Experience using Jira, Confluence, or SQL is considered an asset.
Knowledge of system or application development is considered an asset.
Availability to occasionally provide support outside regular business hours, including during product releases.

📌 Application Support Specialist Banking Toronto
🏢 Infotree Global Solutions
📍 Toronto