IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
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
Requirements
- 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
Benefits
- 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
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