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

Job type

Full Time

Experience level

Mid levelSenior

Salary

$55,000 - $65,000 per year

Degree requirement

Bachelor's Degree

Tech skills

PHPSQL

Location requirements

RemoteCanada

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