Technical Support Analyst - Toronto, Canada - Seequent

Seequent

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Company

Seequent builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.

We are constantly evolving at the forefront of technology to transform how geo-professionals work, eliminating barriers to understanding by connecting software, teams, and the tools they need.

Every day, our customers in over 100 countries work to develop mineral resources more sustainably, design and build better infrastructure, protect the environment, source renewable energy, and help resolve historical challenges such as groundwater contamination and ageing infrastructure.

Our integrated earth modelling, geo-data management, and team collaboration software enables them to see a more complete picture of the earth: because with more understanding comes better decisions - for people and the planet.

Headquartered in New Zealand with global reach, Seequent is the specialist subsurface software company within Bentley Systems. Together, we are helping build a more resilient world.

We're a high growth, people-centric success story.

Seequent is a Bentley Systems company, working together to build a better future._

The Role

To support the rapid growth of our business, we are seeking a Technical Support Analyst to provide hands-on technical support for our users around the globe.

You will act as the first point of contact for our users, ensuring they continue to receive a world class level of service and support.

In this varied role you will assist with a diverse range of challenges, ranging from connectivity problems, installation and licensing challenges, through to geoscience solution specific issues.

This role requires you to be based out of GTA (Greater Toronto Area) and offers the opportunity to work from home for some days each week. In this role you maybe required to work 4 days on and 3 days off, 10-hour days, Sunday to Wednesday or Wednesday to Saturday.

In this role, you will have the opportunity to:

Contribute to the delivery of a world class service support facility which provides timely, effective, and professional education and support to all our users
Effectively analyze and triage tickets to help prioritize issues as they come in and ensure they are routed to the correct escalated resource.
Effectively capture customer interactions in our Customer Relation Management System (CRM).
Assist in the creation of Self
Help content such as quick start guides, learning paths, and On-Demand Training materials
Seek opportunities to improve processes and, where appropriate, design solutions and champion their adoption
Collaborate with the escalated technical staff, sales, and development teams to establish suitable service levels for Seequent's internal staff and customers.

Our Expectations of You:

An advocate for quality.
An aspiration to grow your career as part of an awesome team.
You will have an interest in IT or geoscience.
A drive to learn, coupled with humility to take instruction.
Passionate, driven, and motivated to work in a highly technical environment.
Experience in customer focused IT or Application Support role.

In order to be successful in this role, you should have:

A post-secondary degree in Data Management or Computer Science
One to two years' experience in a customer focused Database Management, IT, or Application Support role.
Highly developed customer service skills
Basic knowledge of internet network connection / proxy / firewall is an asset.
Highly computer literate.
Excellent oral and written communication skills
Proven analytical, troubleshooting, and problemsolving skills with a focus on quickly identifying and resolving customer issues
Keen organizational skills with the ability to multitask and prioritize conflicting demands effectively under tight time constraints
A high level of initiative with the ability to work with mínimal supervision
Ability to establish effective working relationships and collaborative work approaches with internal and external contacts

Why you will enjoy working with us.

You will be joining a highly skilled, highly productive team of technical experts who are passionate about what we do.

We are a friendly, intelligent, and supportive bunch and are looking forward to you bringing your expertise to the team.

Our wider team is geographically diverse and from multi-disciplines, so even though you will be Toronto based you will have opportunity to work with colleagues from across the globe.

If you join the Seequent family you will enjoy a fast paced and dynamic environment, exciting challenges, and a variety of tasks.

You will have access to ongoing professional development opportunities, and we offer market competitive salaries.

So, if you want to help us continue our growth and success while having the opportunity to exercise your passion and expertise, then we would love to hear from you.