Role Purpose The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.
The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.
Core Responsibilities Issue Triage & Resolution Monitor and respond to incoming support tickets.
Troubleshoot system, data, and user-related issues.
Reproduce reported bugs and document findings clearly.
Resolve straightforward issues independently and escalate complex ones appropriately.
Communication Serve as a skilled point of contact for internal teams and/or partners.
Provide timely updates on ticket status and expected timelines.
Translate technical explanations into clear, business-friendly language.




Testing & Validation Assist in testing new features and enhancements prior to release.
Validate fixes and confirm issue resolution before closing tickets.
Provide structured feedback to developers.
Documentation Maintain detailed ticket records and troubleshooting notes.
Contribute to internal knowledge base documentation.
Help identify recurring issues and recommend process improvements.
Qualifications 2-4 years of experience in technical support, operations support, or application support.
Strong troubleshooting and analytical skills.
Familiarity with ticketing systems (e.g., Freshdesk).
Ability to work independently while knowing when to elevate.
Clear written and verbal communication skills.
What Success Looks Like Tickets are handled promptly and accurately.
Issues are well-documented and reproducible.
Developers receive clear information to resolve bugs efficiently.
Users feel informed and supported.

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📌 Technical Support Analyst (Ontario)
🏢 QWealth Partnership
📍 Ontario