Support Analyst

TMX Group•Toronto, ON

4d•CA$50,000 - CA$65,000•Hybrid

About The Position

You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.

Requirements

Proven experience delivering high quality customer support in a fast paced, client facing environment.
Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
Ability to absorb information quickly, think critically, and make decisions under pressure.
Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
A degree or equivalent practical experience.

Nice To Haves

Experience in a trading environment, particularly within commodities markets.
Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
Familiarity with APIs and basic troubleshooting of API-related issues.
Experience using monitoring tools to identify and report system issues.
Experience working with service management platforms like ServiceNow or similar tools.

Responsibilities

Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary.
Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
Contribute to the continuous improvement of our support processes and documentation.