Client Support Analyst troubleshooting BlueMatrix web applications for investment research and knowledge management. Supporting global clients through portal, email, and phone during ET business hours.
About the role
- Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
Responsibilities
- Handle basic software, hardware, and product functionality support issues via email and phone
- Provide exceptional support by listening, understanding issues, and problem-solving with customers
- Investigate and answer basic questions using knowledge of applications and system requirements
- Follow departmental SLAs, escalation, and service processes
- Handle escalated issues from the CSA 1 support tier and triage technical and software issues to the CSA 3 support tier
- Determine whether problems are caused by software defects or improper workstation system requirements
- Provide alternate approaches to existing software and hardware when standardized approaches cannot be applied
- Maintain product knowledge and stay current on future releases
- Query client databases and decipher error logs
- Liaise with partners and third-party companies to troubleshoot and resolve functionality and performance issues between integrated products
- Perform standard troubleshooting and use knowledge base articles to resolve client issues
- May specialize by software type, computer language, or operating system
- Prepare ad hoc departmental reports and perform other assigned duties
Requirements
- Post-Secondary Degree or Diploma or an acceptable combination of education and relevant experience required
- Computer Science, Programming or tech experience highly preferred
- Strong evidence of time management skills, including ability to prioritize many competing projects on a tight deadline
- Commitment to delivering best in class customer/technical support
- Effective verbal and written communication in English
- Ability to quickly analyze issues and determine the best course of action using available resources
- Ability to explain technical concepts and theories to non-technical audiences
- Availability for full-time work, 40 hours per week
- Participation in the After-Hours on-call rotation
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