Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Client Technical Support Analyst working with unions on software issues and solutions. Managing technical support tickets and client relationships to ensure effective use of software.
Responsibilities
- Full-Cycle Ticket Management: Manage end-to-end ownership of a diverse and high-volume client backlog. Respond to incoming tickets, e-mails, and calls. Host virtual client meetings to analyze problems and present solutions. Ensure issues are resolved within SLA standards from intake to delivery.
- Requirements Gathering: Translate client needs into fully scoped functional specifications for the development team to resolve. Focus on addressing root causes rather than just surface-level concerns.
- Technical Troubleshooting: Investigate, research, and replicate client-reported issues across both base and customized software environments.
- Tactical Coding: Enhance defect analysis by using small SQL queries to review data and logs. Decrease resolution time by performing minor data updates and UI adjustments.
- Quality Assurance & Testing: Design manual and automated test plans. Validate development fixes align with core specifications.
- Scope Guarding: Clearly define and guard the scope of work for each ticket to prevent scope creep while balancing client needs.
- Managing Expectations: Proactively manage client expectations through consistent progress updates, and empathetic communication regarding constraints and timelines.
- Product Expert: Educate and guide clients in effective use of the software. Proactively identify new features from the Product and Professional Services teams that offer value to your clients.
- Foster Client Partnerships: Build and maintain long-term client partnerships by understanding custom software configurations, union sector challenges, unique client needs, and individual personalities. Advocate for clients internally by understanding their priorities, and underlying operational pressures. Identify new opportunities for client growth.
- Agile Ceremonies & Team Collaboration: Actively contribute to Scrum ceremonies (Standups, Planning, Refinement, Retrospectives). Collaborate with developers and others to improve outcomes.
- Documentation: Maintain accurate internal and client-facing documentation, including support ticket logs, business rules, knowledgebase articles, and tutorials.
- Continuous Process Improvement: Follow established SOPs while proactively identifying gaps to improve internal workflows. Perform additional tasks as required to meet evolving client and organizational needs.
Requirements
- 2+ years of helpdesk or software support analyst experience.
- Bachelor’s degree or college diploma in an information technology field or equivalent on the job experience.
- Experience with high-level planning, problem solving and analysis.
- Experience with Agile, Scrum, and Kanban.
- Experience with Office 365.
- Applied knowledge of software development lifecycles.
- Functional knowledge of relational database management systems (RDBMS).
- Functional literacy of SQL with the ability to read, interpret, and execute simple queries.
- AI experience is a bonus.
Benefits
- Personal training plans and professional development.
- Flexible work hours and focus on work/life balance.
- Health, dental and vision coverage from day one of employment.
- Profit sharing and annual cost-of-living increases.
- GRSP contributions and monthly team-building events.
- Participation in hack weeks and an innovative culture.
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