Support Analyst

2 weeks ago

Edmonton, Alberta, Canada CATALIS Full time


Who We AreCatalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels.

Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public.

At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.
The OpportunityWe are seeking a proactive and customer-oriented Support Analyst to join our dynamic team.

You will be responsible for working directly with customers daily to understand, document, and resolve any issue or new feature they have within the software.

You will work directly with teammates and management to identify the best resolution for each customer and provide excellent customer service.

You will play a crucial role in ensuring our clients receive prompt resolutions to their technical issues, thereby maintaining high levels of customer satisfaction.

This is a full-time, hybrid position based out of our Edmonton office. Nights and weekends may be required once a month.

What you will doServe as the initial point of contact for clients seeking technical assistance via phone, email, or ticketing system.

Diagnose and troubleshoot technical issues related to our solutions.
Guide clients through step-by-step solutions to resolve technical issues efficiently.
Escalate complex technical issues to the appropriate internal teams for further investigation and resolution.
Document all support interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
Collaborate with other technical support team members to share knowledge, best practices, and problem-solving techniques.

Stay up to date with product knowledge, new releases, and industry trends to provide accurate and timely support to clients.

Provide exceptional customer service by ensuring timely responses, proactive communication, and follow-up on support tickets.
What you will need to succeedBalance competing priorities and deliverables efficiently and effectively.

Continually develop product expertise by reviewing new functionality, testing new products, and utilizing company resourcesMaintain positive, professional relationships with both customers and teammates.

Ability to learn both independently and through various training methods.
Understand basic technical terminology and ability to troubleshoot.
Prior experience with software support is preferred. Education in software and computer technology is beneficial.
Very limited travel may apply.
Other duties may be assigned as necessary.

What we OfferCatalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada.

We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits.

We focus a lot of energy on professional development as we want our employees to ride the wave and grow with our business.

We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis' office is based in Old Strathcona (Edmonton, Alberta).

Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active social committee, fitness challenges, an office dog, lounge areas, and more Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.

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