You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.

Responsibilities

- Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
- Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.




- Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
- Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
- Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
- Collaborate with internal teams, including Technical Consultants and Product teams to escalated complex issues when necessary.
- Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
- Contribute to the continuous improvement of our support processes and documentation.

The Person

- Thrive in a fast paced workplace with the ability to prioritise and deliver high quality support under pressure.
- Strong problem solving skills, with the ability to think critically, analyse issues and identif

📌 Support Analyst (Toronto)
🏢 Trayport
📍 Toronto