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.ResponsibilitiesResponsible for supporting customers and/or service partnersResolve 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-upManage escalations from both customers and partners to ensure customer successDocument 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 personnelProvide focused communication with customers/partners that is professional and timely via telephone or e‐mailPromote teamwork and Customer Support Center successPlay an active role in the development of the organization by participating in process development and other business improvement projectsMay require 24x7 on‐call availability on a rotational basisOccasional travel may be requiredRequired Skills8+ years experience supporting customers and service partnersAbility to adopt and learn current technologiesExcellent Unix Shell Programming skillsWorking experience in Windows and Unix troubleshootingStrong problem analysis and solution design abilityAbove average communication skills and interpersonal skillsGood understanding of all product features and good skills in explaining features to customersExperience in operating across multiple computer platforms and environmentsNice to HaveGood understanding of database and middleware administrationGood understanding of server consolidation and virtualization tools and best practicesGood understanding of Datacenter architecture and configurationExperience supporting large customers and service partnersApply online

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