Application Support Analyst

POSITION OVERVIEW

Reporting to the Application Support Manager the Application Support Analyst provides front-line technical and business support for Ply Gem Canada business applications. This role will be responsible for taking calls and tickets from both internal users and customers and following them through to completion. The ideal candidate will have a passion for delivering high quality customer service excellent communication skills a good mix of technical skills and business process knowledge and be able to work with little supervision in a complex environment.

RESPONSIBILITIES

• Provide front-line support for the companys AccuQuote system as well as other applications as required.
• Create system and user documentation for multiple applications and processes that is thorough complete professional and easy to understand.
• Communicate to end users and business leaders about impending system changes.
• Provide technical support to internal end users as well as customers.
• Work with the Product Knowledge (PK) team to investigate and communicate issues related to PK.
• Perform application & PK testing and quality assurance for Ply Gem Canada business systems.
• Work directly with the third-party supplier of our AccuQuote system to resolve challenging issues.
• Meet all performance and availability KPIs for application support.
• Monitor the AccuQuote Support email mailbox.
• Administration of various AccuQuote system settings and features.
• Provide user training where applicable.

Qualifications :

Education

          Degree/Diploma in Computer Science or Information Technology or equivalent experience is preferred.

Experience

• Minimum one year experience in a customer service or front-line support role required.
• Experience working in software development or information technology is preferred.
• Experience working in the home building or window & door industry strongly preferred.
• Prior experience in the roles of Application Support Tech Support I.T. Business Analyst or I.T. Quality Assurance is an asset.
• Experience with enterprise level software is an asset.
• Experience with working and interacting in a fast paced time sensitive data driven environment is preferred.
• Experience in the manufacturing industry is an asset.

Skills/Abilities

• A passion for delivering excellent customer service.
• Excellent communication skills both written and verbal.
• Strong organization and time management skills and the ability to work with little supervision.
• A talent for troubleshooting issues and finding creative solutions to unique problems.
• A desire for knowledge and the ability to learn new concepts quickly.
• Working knowledge of Microsoft Office products.
• Knowledge of Windows operating systems basic computer hardware and basic networking architecture an asset.
• The ability to work well as part of a team.

Additional Information :

This is a temporary maternity coverage role with an anticipated duration of around 2 years.

Hybrid schedule: in-office one day per week

Ply Gem Canada is committed to an inclusive equitable and accessible workplace. We encourage applications from all qualified candidates including those with disabilities. We will accommodate applicants needs upon request throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.

Remote Work :

No

Employment Type :

Contract