Client Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address fundamental software, hardware, and product functionality support inquiries through email and phone communication.

• Deliver outstanding support by actively listening, comprehending issues, and collaboratively solving problems with customers.

• Explore and respond to basic inquiries utilizing knowledge of applications and system requirements.

• Adhere to departmental SLAs, escalation procedures, and service protocols.

• Manage escalated concerns from the CSA 1 support tier and effectively triage technical and software issues to the CSA 3 support tier.

• Assess whether issues stem from software defects or inadequate workstation system requirements.

• Offer alternative solutions for existing software and hardware when standard methods are not applicable.

• Maintain up-to-date product knowledge and stay informed about upcoming releases.

• Query client databases and interpret error logs.

• Collaborate with partners and third-party companies to troubleshoot and resolve functionality and performance challenges between integrated products.

• Conduct standard troubleshooting and utilize knowledge base articles to address client issues.

• May focus on specific software types, programming languages, or operating systems.

• Compile ad hoc departmental reports and carry out other assigned responsibilities.

⛳️ Requirements

• A Post-Secondary Degree or Diploma, or a suitable combination of education and relevant experience is required.

• Preference is given to candidates with backgrounds in Computer Science, Programming, or related technical fields.

• Strong time management skills, demonstrating the ability to prioritize multiple competing projects under tight deadlines.

• A commitment to providing top-notch customer and technical support.

• Proficient verbal and written communication skills in English.

• Capability to swiftly analyze issues and identify the best course of action using available resources.

• Ability to articulate technical concepts and theories to non-technical audiences.

• Availability for full-time work, totaling 40 hours per week.

• Willingness to participate in the After-Hours on-call rotation.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work schedule options.

• Supportive and collaborative work environment.