Product Support Analyst - Portuguese Speaking

Copperleafs software helps some of the worlds largest infrastructure firms make better strategic decisions through data analytics and optimization.

Were looking for a proactive Support Analyst who enjoys the challenges of handling customer support in complex IT and business environments. As a part of our L2/L3 Support team youll become a wizard with our own product and cloud set up to help respond to customer queries and support issues. Youre a curious big picture observer who can analyze and see how the business and IT pieces fit together. Youre comfortable troubleshooting challenging situations where the problem is poorly defined and for which there are no existing knowledgebase articles or procedures. Being situated in the Eastern time zone youll allow Copperleaf to respond more effectively to customers in that time zone.

You will be open to handling varied support requests from both customers and internal users and be the goto team member for solving technical problems. You MUST be fluent in English Portuguese and Spanish and you must be located in the Eastern Time zone in Canada. 

Key responsibilities:

• Handling customer questions and requests for our customers
• Hosting monthly checkpoint meetings with customers
• Understanding the technical and functional aspects of our software and how it supports our customers business processes
• Managing likeforlike software upgrades both for onpremises and cloudhosted configurations

Qualifications :

Your background:

Youre a Support Analyst and possess the following attributes:

• You have 2 years in a support environment for browser or customerserver applications
• You have experience with enterprise software application support
• You possess a good understanding of IT concepts and principles (Windows and Linux servers networking webservice integrations databases) and comfortable interacting with our customers IT teams for supporting onpremise installations
• You are analytical and have the ability to use Excel to perform analysis of Copperleaf proprietary software
• You have a strong desire to learn
• You have experience working with software development teams and software release cycles
• You have experience with Linux containers Oracle database SQL is a plus

About you:

• Youre a great communicator both verbally and written and youre driven to capture findings in knowledgebase documentation

• Youre analytical sharp and able to identify trends and commonalities across large numbers of incidents
• Youre comfortable presenting and you enjoy hosting monthly checkin calls with customers
• You like being busy interacting with people and have a keen desire to fix things
• Youre multitalented with flexibility and willingness to handle a wide variety of tasks

• Youre naturally curious and passionate about learning new information 
• You enjoy troubleshooting and can get to the root causes in complex IT environments
• Youre willing to occasionally be oncall during Canadian holidays
• You have business level fluency in a secondary language (especially Spanish Portuguese or French) in both spoken and written form 

We recognize that talent comes in many forms so were looking for passion enthusiasm and transferable skills!

Additional Information :

At IFS you will work in a growing global enterprise software company where informal hierarchies promote simplicity and trust with responsibility. We strive to deepen our expertise by taking on challenging and varying work assignments in a collaborative environment together with committed colleagues.

With professionalism and a strong customer focus in everything we do from R&D to Sales and Consultancy we are proud to serve worldclass customers all over the globe with our leading products.

If you want to change the status quo well help you make your moment. Join Team Purple. Join IFS.

What Were Offering

• Flexible paid time off including sick and holiday
• CAD bonus
•  Medical dental & vision insurance
•  401K with Company contribution
•  Flexible spending accounts
•  Life insurance and disability benefits
•  Tuition assistance
•  Community involvement and volunteering events

M/F/Disabled/Vet VEVRAA Federal Contractor.  We are a DrugFree Workplace. Interested candidates should apply at: www.ifs/about/careersatifs

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

Remote Work :

No

Employment Type :

Fulltime