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 qualified 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

📌 Technical Support Analyst (Richmond Hill)
🏢 Ross
📍 Richmond Hill