Technical Support Analyst
About The Position
As a Technical Support Analyst, you will play a critical role in providing technical assistance and support to our customers, ensuring the timely resolution of technical issues and inquiries related to our products or services. Leveraging your technical expertise, problem-solving skills, and customer service orientation, you will diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support to meet customer needs and exceed expectations. This role offers an opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and contribute to the success and satisfaction of our customers. How you'll shape Support Services at Achievers: Deliver unforgettable customer service by finding innovative solutions to meet member needs Assist with Technical workload (queue, JIRAs, Projects, etc..) as required Assist internal teams with troubleshooting as needed Act with a sense of urgency to ensure client issues are resolved as quickly as possible Communicate effectively with many internal and external stakeholders, follow up and deliver on action items Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required Manage software migrations, integrations and upgrades (HRIS, SSO) Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations Ensure best practices are followed and create processes as necessary Meet or exceed service level agreements (SLA targets) and other measures of success
Requirements
- Have 2-3 years of customer/support work experience, experience in Client Support an asset
- Have completed a bachelor degree
- CRM (Salesforce) experience is required
- Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
- Ability to understand technical aspects of software functions
- Experience working in a team-oriented environment
- Ability to work extended hours
- Experience in addressing support tickets/requests in a queue environment (JIRA)
- Experience in a metrics driven environment is preferred
- Are an independent self-starter with a sense of urgency, proven results orientated
- You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
Nice To Haves
- Basic PHP, HTML & CSS, and SQL skills an asset
- Experience in a metrics driven environment is preferred
Responsibilities
- Deliver unforgettable customer service by finding innovative solutions to meet member needs
- Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
- Assist internal teams with troubleshooting as needed
- Act with a sense of urgency to ensure client issues are resolved as quickly as possible
- Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
- Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
- Manage software migrations, integrations and upgrades (HRIS, SSO)
- Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
- Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations
- Ensure best practices are followed and create processes as necessary
- Meet or exceed service level agreements (SLA targets) and other measures of success
Benefits
- Rewards for your impact through our Recognition and Rewards program
- Health Benefits and Life Insurance Coverage beginning on your first day
- Parental Leave Top-up
- Employer matched RRSP contributions
- Flexible Vacation to recharge, so you can bring your best
- Employee and Family Assistance Program offering mental health, legal, and financial counselling
- Supported professional development and career growth (Linkedin Learning, mentorship)
- Employee-Led Employee Resource Groups that celebrate our diversity
- Regular events designed to build connection, belonging, and well-being
- Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
