Support Analyst
Support Analyst
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Job Description
Position Overview
As part of the Intelex Support Team the Support Analyst is responsible for providing application technical support to Intelexs customers. Key responsibilities include analysis debugging and resolution of issues that customers have with the Intelex software.
Responsibilities and Deliverables
Manages a fastpaced queue of support inquiries and requests.
Assesses support inquiries to identify whether issues are system or user related.
Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution.
Troubleshoots and debugs qualified system issues.
Investigates and analyses the root cause of qualified system issues.
Categorize and documents qualified system issues for the Research and Development Department.
Ensures customer requests are acknowledged and resolved within service level agreement times.
Keeps customers up to date on cases pending confirmation when applicable.
Works closely with various departments to ensure solution resolution and excellent customer service.
Acquires maintains and applies detailed knowledge of Intelexs product and applications.
Identifies and documents opportunities for improvement based on customer suggestions.
Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process.
Maintains a consistent number of open / closed tickets and customer satisfaction scores.
Organisational Alignment
Reports to the Manager Support
Qualifications
Skills & Work Traits
Required:
- Strong problem solving skills with ability to analyse and make an educated decision.
- Strong written and verbal skills; including the ability to present technical issues to a nontechnical audience.
- Results driven with a proven ability to project a positive attitude.
- Excellent prioritisation and organisation skills and excellent communication skills.
- Understanding of Environmental Health Safety or Quality is considered an asset.
- Bilingualism is considered an asset.
Technical Competencies
Required:
- Solid understanding of webbased application architectures.
- Knowledge of objectoriented design principles.
Preferred:
- Understanding in application programming languages XML Java Script) database languages (SQL TSQL) Microsoft office screen capture and time tracking tools.
Experience
Required:
- Minimum 13 years of web application technical support or quality assurance experience.
Education
- Bachelors Degree or College Diploma in Computer Science/Information Systems or equivalent Experience.
- An MCSE certification is an asset.
Other Requirements
Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification
Company Overview
With more than 1300 clients and 1.6 million users Intelex Technologies ULC is a global leader in environmental health safety and quality (EHSQ) management software. Since 1992 its scalable webbased platform and applications have helped clients across all industries improve business performance mitigate organizationwide risk and ensure sustained compliance with internationally accepted standards (e.g. ISO 9001 ISO 14001 ISO 45001 and OHSAS 18001 and regulatory requirements. Intelex is one of North Americas fastestgrowing tech companies who has recently been recognized as a Great Place to Work for over 7 years Best Workplace in Technology Best Workplace for Millennials and Canadian HR Team for fewer than 500 employees and has been recipient of Waterstones Most Admired Corporate Cultures award and Deloittes Best Managed Companies award. For more information visit see what our employees are saying by following our #ProudIntelexian hashtag.
Required Experience:
IC
Employment Type
Full-Time
