Support Analyst
Support Analyst
Posted on :
28-08-2025
Employer Active
1 Vacancy
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Job Description
Description
Location: Fully remote in Canada. Toronto preferred.
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 fast-paced 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 analyzes the root cause of qualified system issues.
- Categorizes 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.
Qualifications
Required:
- Strong analytical and problem-solving abilities
- Clear and effective communication skills both written and verbal
- Ability to explain technical concepts to non-technical audiences
- Organized self-motivated and customer-focused
- Familiarity with web-based application architecture
- Understanding of object-oriented design principles
- 13 years of experience in technical support web applications or quality assurance
- Degree or diploma in Computer Science Information Systems or equivalent experience
Preferred:
- Knowledge of XML JavaScript SQL/T-SQL
- Experience with Microsoft Office screen capture and time tracking tools
- Familiarity with Environmental Health Safety or Quality domains
- Bilingual (any language)
- MCSE certification
Other Requirements
- Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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