Technical Support Analyst

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

📋 Description

• Respond to customer inquiries through phone, email, SMS, chat, and ticketing systems.

• Act as the initial contact for end-users seeking technical support for AssistIQ's iPad and web solutions.

• Record issues, troubleshooting actions, resolution steps, and final outcomes in support tools.

• Address common basic issues during the first interaction.

• Elevate more complicated issues to Tier 2 support and, if necessary, to product or engineering teams.

• Facilitate follow-up communication with internal AssistIQ teams and customers.

• Set realistic customer expectations and keep support leadership informed about escalations.

• Stay informed about AssistIQ solutions, troubleshooting methods, and system updates.

• Adhere to established workflows, playbooks, SLAs, and quality standards.

• Participate in after-hours and weekend on-call shifts.

• Conduct written and verbal communication in French with AssistIQ customers in Canada.

• Provide feedback to enhance documentation, support processes, and overall customer experience.

⛳️ Requirements

• Technical expertise in troubleshooting software applications on iPads, web platforms, and in an integrated environment.

• Strong problem-solving abilities and prioritization skills.

• Exceptional interpersonal, time management, and communication skills (both verbal and written).

• Proficient in French, with excellent written and oral communication skills.

• Ability to synthesize information, think critically, and quickly diagnose issues to find solutions.

• Capability to perform preliminary troubleshooting for complex issues.

• Skill in recognizing when a complex issue necessitates Tier 2 support or engineering assistance and responding promptly.

• Possess a growth mindset and the ability to remain composed under pressure.

🏝️ Benefits

• Health insurance.

• 3 weeks of vacation.

• 10 sick days.

• Flexible work hours.

• A collaborative, intelligent, and engaging workplace culture.