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Richmond Hill

    Technical Support Analyst - Richmond Hill, ON, Canada - ROSS

    ROSS
    ROSS Richmond Hill, ON, Canada

    2 weeks ago

    Default job background
    Description

    Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a strong technical background and experience working with customers in a support role.

    Responsibilities:

    Responsible for supporting customers and/or service partners

    Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up

    Manage escalations from both customers and partners to ensure customer success

    Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)

    Create solutions from resolved issues for future use by customers and internal personnel

    Provide focused communication with customers/partners that is professional and timely via telephone or e-mail

    Promote teamwork and Customer Support Center success

    Play an active role in the development of the organization by participating in process development and other business improvement projects

    May require 24x7 on-call availability on a rotational basis

    Occasional travel may be required

    Required Skills:

    8+ years experience supporting customers and service partners

    Ability to adopt and learn new technologies

    Excellent Unix Shell Programming skills

    Working experience in Windows and Unix troubleshooting

    Strong problem analysis and solution design ability

    Above average communication skills and inter-personal skills

    Good understanding of all product features and good skills in explaining features to customers

    Experience in operating across multiple computer platforms and environments

    Nice to Have:

    Good understanding of database and middleware administration

    Good understanding of server consolidation and virtualization tools and best practices

    Good understanding of Datacenter architecture and configuration

    Experience supporting large customers and service partners

    If you're not interested, but know someone who is, please help a current or former colleague in their career development by referring them. In addition, we're happy to give you a $250 referral fee. Click for more details

    #J-18808-Ljbffr
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