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Technical Support Analyst

3 months ago

Ontario, Canada Trapeze Group Full time

Job Summary:

Responsible for technical support in providing rapid issue resolution. Overall direction is provided by the manager. Day to day decisions will be based on coordinated activities within the team and or required by and other personnel involved with system deployments.


The ideal candidate must possess excellent written and verbal communication skills. Must produce job related documentation in the form of reports. This position is very visible to the customer and must maintain a high level of professionalism.



Job Description:

The Technical Support Analyst role is focused on supporting the Mobility, Planning and Scheduling applications used by Trapeze customers. As the primary support liaison between the customer and Trapeze, this person works directly with customers and internal teams (development, customer success, project management and support peers) to investigate, resolve and respond to reported customer issues.


We are looking to hire Technical Support Analysts, with exceptional problem solving and communication skills (both verbal and written). This individual is responsible for providing technical software support to our customers via telephone, email and screen share sessions. This involves answering complex questions on function and usage of our products, troubleshooting and resolving issues with the software, and deploying necessary configuration changes/patches to ensure products continue to meet our customers' needs.


Key Responsibilities:

  • Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.
  • Investigate, research, replicate, test and resolve customer issues.
  • Keeping customers informed of the status of cases, providing next steps and anticipated resolution times.
  • Creation of development "bug” reports, working with development to ensure items are completed and properly tested.
  • Work with customer to upgrade software, including deployment of software to test and production environments.
  • Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.
  • Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
  • Contribute to the team and customer’s knowledgebase.


Key Skills and Competencies

  • Bachelor's Degree, preferably in a technical discipline. Computer Science Majors most preferred.
  • 3 to 5 years of experience in a similar role (customer software support) - Tier 2 technical support preferred.
  • Complex troubleshooting experience.
  • Excellent Communication Skills.
  • Eager to learn.
  • Ability to work independently and as a team member.
  • Ability to work in a fast-paced environment.
  • Ownership of issues through resolution.
  • Willing to go the extra mile with a strong work ethic; self-directed and resourceful.
  • Service Minded. You deliver customer support like you expect to receive it, with excellence.
  • Ability to work varied hours.
  • MUST reside in Ontario, Canada


Good to Have Skills: (Bonus points)

  • Previous experience working in the transit industry and/or experience
  • Solid software experience in a Windows networking environment. (Windows Server 2008/2012)
  • Experience with Linux.
  • Previous experience with version control tools (SVN) is an asset