Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a solid 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 current 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
Positive 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
J-18808-Ljbffr

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