(Remote) Software Support Analyst

4 weeks ago

Toronto ON, Canada Boyd Interactive Full time

Boyd Interactive (formerly Pala Interactive is a full-service, real-money and social gaming technology provider and operator. The company offers a full spectrum of games, including casino, poker and bingo, across all distribution channels (web, download, tablet & smartphone) for real money and social gaming entertainment.
Boyd's strength is its relentless focus on high quality, high functioning, immersive software platforms run across high availability, high security, high transaction load infrastructure. Boyd Interactive is a technology company at its heart and is committed to being a mobile first developer of real-money gaming applications.

The Technical Application Support Analyst will be responsible for helping Boyd B2B and B2C customers to use Boyd Interactive software in efficient and productive ways. The Technical Application Support Analyst will assist the customers (internal and external) to resolve problems and find ways to use the software in the most optimized ways.

Major technical duties include:
Respond to customer inquiries and issues related to Boyd applications, troubleshoot problems, and provide timely and effective resolution.
Work closely with internal development and operations team to identify and resolve issues reported by customers.
Escalate complex or critical issues to higher levels of support or development teams as necessary.
Work with Boyd’s software vendors to coordinate integration data points.
Use Boyd’s software tools to make a positive impact on the customers’ success.
Understand customer requirements and construct the solution using Boyd’s software.
Investigate the logs in Grafana to identify the issue.
Perform root cause analysis of production issues.
Analyze complex data that resides in relational database by using SQL queries.
Manage communications with customers, at all levels, to maintain positive relationships.
Implement and maintain a knowledge base to enable quick resolutions to customer issues and training purposes.

Requirements:
Experience with using software tools and configurations.
Experience in troubleshooting and resolving application issues.
Good knowledge of relational database systems.
Experience writing SQL queries to investigate data issues.
Experience with monitoring tools such as Grafana.
Software education is an advantage.
Ability to adapt to new environments, and the ability to identify, propose and implement changes and improvements.
Solid analytical and problem-solving skills.
Strong interpersonal and communication skills, both written and verbal.

Soft Skills
Ability to work in a deadline driven, fast-paced environment.
and creative.
and self-motivated.
and works well in teams, but also thrives in autonomy.
the important balance of patience and determination that allows entrepreneurial businesses to flourish.
and thorough.
Collaborative team player, excited and willing to do what it takes to get the job done.

Job Type: Full-time, Permanent

Benefits:
Casual dress
Company events
Dental care
Disability insurance
Extended health care
Life insurance
On-site childcare
On-site gym
On-site parking
Paid time off
RRSP match
Tuition reimbursement
Vision care

Work Location: Hybrid - on site 3 days per week at the office in North York, ON M2J 5B5

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