About the role

Technical Support Analyst providing technical assistance for customer inquiries at Achievers. Collaborating with teams and troubleshooting technical issues to enhance customer satisfaction.

Responsibilities

Deliver unforgettable customer service by finding innovative solutions to meet member needs
Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
Assist internal teams with troubleshooting as needed
Act with a sense of urgency to ensure client issues are resolved as quickly as possible
Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
Manage software migrations, integrations and upgrades (HRIS, SSO)
Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations
Ensure best practices are followed and create processes as necessary
Meet or exceed service level agreements (SLA targets) and other measures of success

Have 2-3 years of customer/support work experience, experience in Client Support an asset
Have completed a bachelor degree
CRM (Salesforce) experience is required
Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
Basic PHP, HTML & CSS, and SQL skills an asset
Ability to understand technical aspects of software functions
Experience working in a team-oriented environment
Ability to work extended hours
Experience in addressing support tickets/requests in a queue environment (JIRA)
Experience in a metrics driven environment is preferred
Are an independent self-starter with a sense of urgency, proven results orientated
You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role

Rewards for your impact through our Recognition and Rewards program
Health Benefits and Life Insurance Coverage beginning on your first day
Parental Leave Top-up
Employer matched RRSP contributions
Flexible Vacation to recharge, so you can bring your best
Employee and Family Assistance Program offering mental health, legal, and financial counselling
Supported professional development and career growth (Linkedin Learning, mentorship)
Employee-Led Employee Resource Groups that celebrate our diversity
Regular events designed to build connection, belonging, and well-being
Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office