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
- 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
- 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