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    Support Services Analyst - Markham, ON, Canada - Orbit Group Partners

    Orbit Group Partners
    Orbit Group Partners Markham, ON, Canada

    1 week ago

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    Description
    Client Support Analyst

    Fulltime

    Orbit Group Partners is a leading contact centre consulting firm who is quickly emerging as a formidable enterprise software solutions provider to the Global contact centre industry.

    We give our clients better results than typical contact centre systems through a total work out that strengthens every part of their organization.

    As a Client Support Analyst you will be responsible for providing effective client resolution leadership and coaching while maintaining hands on efficient product support for Orbit's enterprise software products.

    This role requires an individual who can lead an investigative and comprehensive approach to finding and driving creative solutions to unique problems, and who will thrive in challenging situations.

    With our rapidly growing client base, we require a highly motivated stakeholder who has proven experience in providing technical application support with a high degree of client centric focus, technical investigation and the ability to articulate solutions to a variety of audiences at a senior level.

    Accommodate extended business hours to support clients and participate in expanded coverage conditions as required.

    Self manage the performance of services to customers, ensuring that service levels are achieved in line with SLA and that client's expectations are met or exceeded having ultimate responsibility for ownership of all clients' incidents or logged service requests.

    Lead and participate in application projects including testing, deployments, releases, configuration and training.
    Author status and monitoring reports, training documents, requirements, test cases.

    Work directly with clients to triage their software product issues and provide resolution on support issues, facilitate testing and validate deliverables within the scope of support per the client service agreements.

    Provide information about incidents analysis and KPIs;
    Manage system alerts for production applications during production support hours and communicate with required resources.
    Escalate or follow-up on customer incidents with Account Management, Software Development and Data Integration teams.
    Provide management and performance reports for Command Centre.
    1-2 years leading a high volume application support desk.
    ~3 years of interfacing with direct end-user customers and partners in a Software BI application Support Role
    ~ Familiarity with Human Capital and performance management software or services.
    ~ Gathering user impact information required to support incident investigation and documentation.
    ~ Expert level knowledge of Excel
    ~ English Oral and written communication must be excellent
    ~ Working with different functional reporting and/ technical support teams (ideally call/contact centre)

    ~ Assets:

    ~ Telephony Systems - Aspect, Avaya, Siebel, Genesis, Workforce Systems – IEX, Aspect eWFM, Blue Pumpkin, Quality Systems – Witness/Verint, Nice, Sales Systems, HR Systems – HRIS, PeopleSoft, Ticketing Systems – Remedy, Back-office)


    NOTE:
    This is not a tech support roleApply Now
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