End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- Product Support Analyst at CMiC providing first contact support for software inquiries and issues. Actively engaging with customers to troubleshoot problems and enhance client relationships.
Responsibilities
- Answer client queries and provide basic direction and training on common issues
- Triage product queues and prioritize issues according to their severity
- Conduct web meetings with customers to gather information for investigative purposes or to provide assistance
- Test and duplicate issues in order to document and demonstrate the problem to other teams such as programming
- Participate in project and team meetings; interacting and collaborating with team members
- Leverage and contribute to the Knowledge Base to assist with the resolution of issues
- Relay feedback to Product Managers so that the product can be improved
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
Requirements
- College/University Degree
- Excellent communication skills, both verbal & written
- Exceptional analytical and problem-solving skills
- A passion for exploring new software, ability to grasp new concepts and learn quickly
- Extremely detail oriented with the ability to manage and prioritize workflow
- Facilitate communication of information between team members and Product Groups
- Previous technical support experience or customer service experience
- Able to operate in a fast-paced environment
- Team-player, strong work ethic and a positive attitude
- Proficiency in spoken and written French
Benefits
- Competitive benefits Package (including Health & Dental benefits)
- Paid vacation and personal days
- Townhall meetings where all employees are encouraged to participate in open discussions
- Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
- Outdoor lunch space, including picnic tables
- An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQ’s, and more)
- Health and Wellness focus including virtual yoga classes and wellness webinars
- RRSP Matching Program after 2 years of employment
- Experience in a rapidly growing, socially responsible corporation
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