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Sr. Technical Support Analyst - Jobs in Toronto

Visa
Job LocationToronto
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract

Job Description

Job DescriptionEssential Functions:

  • Interface with customers via telephone, email, WebEx or Teams sessions…
  • Troubleshoot, reproduce, debug, and diagnose customer issues,
  • Provide prompt and accurate responses to customers within our SLA.
  • Log software defects using a bug tracking system and work closely with software developers to analyze the defects and is accountable to track them to resolution.
  • Proactibely provide regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
  • Document action plan and progress in case tracking systems
  • Escalate complex issues to management as per internally established processes and guidelines.
  • Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues.
  • Acquire the required product knowledge and stay up to date with product updates.
  • Build and maintain test environments and tools for troubleshooting and testing.
  • Create new internal or external knowledgebase articles/documentation to capture new learnings for reuse. Contribute to the team product knowledgebase.
  • Deliver knowledge transfer sessions to customers and/or internal team members.
  • Assist customers outside of normal business hours, if required, including weekends and holidays
  • Provide onsite support at customer locations (if required)
  • Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented.
  • Reduce/deflect Support Request volume through education and proactive engagement with customers.
  • Develop strong relationship with customer and engineering teams.
  • Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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