Junior Product Support Analyst to troubleshoot, solution, document processes and liaise with external clients regarding a SaaS solution.

Our Client is seeking Junior Product Support Analyst to troubleshoot, solution, document processes and liaise with external clients regarding a SaaS solution.

This role is remote, however the ideal candidate will be located in Calgary/Edmonton as there may be a requirement to be onsite from time to time

Must Have:

• 2+ years of experience providing Product/Application Support (troubleshooting, installs, updates etc.)
• Must have previous experience supporting a Windows environment
• Must have strong customer support experience and be the liaison for non-technical users

Nice to Have:

• Experience with SQL Scripting
• Ability to speak multiple languages

Responsibilities:

• Log all incidents and inquires in our Client Support portal, documenting conversations, troubleshooting steps, and resolutions
• Provide troubleshooting, providing resolutions, escalating to next tier of support as necessary for proprietary Product software
• Respond to all reported incidents/inquiries within time frames outlined in Service Level Agreements
• Create detailed documentation of issues encountered, including steps to re-produce, internal and external communication regarding the issue, and resolution
• Act as the voice of the Client when representing the Client Services team in support meetings and planning
• Assist other team members to address Client needs during project cycles (installing Company’s application software, new Client implementation tasks and supporting Clients with IT environment inquiries.)
• Participate in Client migration and new implementation projects as needed
• Answering how-to questions, making workflow suggestions, and troubleshooting application and technical problems.
• Provide Client training on proprietary product software solution.
• Assist to coordinate, install and update server patches and supporting tools
• Occasional work outside of business hours is required
• Install company’s proprietary software server and application software
• Perform any other duties as assigned