Customer Support Analyst providing technical support to customers for LBMX's SaaS solutions. Responsibilities include triaging support issues and collaborating with internal teams for resolutions.
About the role
- Technical Support Agent managing the caisse's computer systems and providing technological support to users. Responsible for administration, maintenance, and user training regarding IT systems.
Responsibilities
- Perform MIC platform administration tasks (e.g., shutting down and starting servers, verifying automated system operations, managing access groups, maintaining backup units and recovering files).
- Perform basic network tasks (e.g., resetting passwords, configuring new users, performing routine maintenance procedures).
- Manage computer hardware and technology systems and equipment (e.g., desktops and laptops, printers, telephone systems, office phones, mobile phones and alarm systems).
- Produce and send reports regarding issues encountered and perform follow-up actions.
- Compile various statistics and other data on compliance with service standards.
- Inform the Help Desk Services team of changes required for computer equipment, as needed.
- Carry out activities related to systems and technology equipment (e.g., activation, configuration, maintenance and repair).
- Assess equipment needs, propose solutions and procedures for acquisition and disposal, and perform follow-up activities.
- Serve as an IT and technology resource for users.
- Support users in optimizing their use of systems and equipment, diagnose and propose solutions to problems encountered, escalate more complex issues and follow up.
- Develop and propose basic training activities for users of computer and technological equipment and systems.
- Participate in planning and implementing activities required for deploying and upgrading desktop systems.
- Ensure the application of standards, procedures, guidelines and recommendations related to computer security.
- Oversee all activities related to the flow of technical information necessary for the platform’s smooth operation.
- Manage and update various web and platform applications, profiles, standardized groups and user IDs.
- Manage licenses for various applications (e.g., PALTrak network, Expert module) and related costs.
Requirements
- College diploma in a related field
- Minimum of one year of relevant experience
- Knowledge of French is required
- Understanding of the philosophy and fundamentals of financial services cooperatives
- Knowledge of information security policies, legislation, standards and ethics as they relate to caisse operations, the business centre and the Federation
- Knowledge of procedures and methods related to the caisse's computer equipment
- Knowledge of service standards
Benefits
- Competitive salary and annual bonus
- 4 weeks of flexible vacation starting in the first year
- Defined benefit pension plan that provides predictable, stable income throughout retirement
- Group insurance including telemedicine
- Reimbursement for health and wellness expenses and telework equipment
Job title
Job type
Experience level
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