Customer Support Analyst

3 weeks ago

Mississauga, Ontario, Canada Risk Control Technologies Full time
Salary:

Supporting our customers is paramount to our success at Risk Control Technologies Inc. Focusing on customer satisfaction and retention, a successful candidate will be joining our Support Team that offers unparalleled support to all customers by maintaining or exceeding service levels.

Key Responsibilities:

  • Manages a fast-paced queue of support inquiries and requests via our helpdesk or by phone
  • Provide timely and accurate Level 1 and occasional level 2 Support to our clients, responding to Support requests via email/phone and our ticketing system
  • Providing clear and detailed investigation notes, steps to reproduce, findings and next steps for items that need to move to level 2 or development
  • Coordinate with peers to triage, categorize, and prioritize Support requests
  • Acquires, maintains and applies detailed knowledge of RCT's cloud-based and mobile-based systems
  • Maintain a consistent number of open/closed tickets and customer satisfaction score
  • Works closely with clients and internal teams to resolve customer related requests including but not limited to investigative work, data manipulation, data clean-up, or other related tasks.

Qualifications
Skills & Work Traits:

  • Strong attention to detail, highly organized, ability to multi-task
  • Comfortable interacting with clients over telephone, email, and web conference
  • Experience with helpdesk tools (Zen Desk, JIRA etc.)
  • Must have an ability to communicate technical concepts to non-technical people in a clear and concise manner
  • Outstanding interpersonal skills
  • Excellent English communication skills (written and verbal), multilingualism an asset
  • Strong problem solving and analytic skills
  • Strong computer skills including MS Office
  • Results driven with a proven ability to project a positive attitude
  • Basic SQL knowledge is required to write and execute simple queries

Education & Experience:

  • Minimum of 2 years experience in a application support role is required
  • Understanding of database languages (SQL, T-SQL) Microsoft SQL is preferred
  • Knowledge of object-oriented design principles is preferred
  • Understanding of web-based application architectures is preferred
  • Technical certificates are an asset is preferred

Other Requirements:

Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification

Company Overview:

Risk Control Technologies is an established, insurtech leader delivering robust loss control solutions to the world's leading insurance companies. With over 125 customers in North America, RCT continues to expand its market presence and establish itself as the market leader in its space. RCT is a growing company that will be doubling in size over the next few years. This is a unique opportunity for a strong candidate to join the team of an established company with a great culture, exciting environment, with an excellent trajectory. We offer a comprehensive group health and benefits plan, education reimbursement and other excellent perks. RCT operates a hybrid model that prioritizes employee flexibility and as well as bringing teams together for meaningful, value adding activities.

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