Support Analyst

2 weeks ago

Calgary, Canada Tykans Group Inc Full time
  • Monitoring and maintaining Tykans’ communications and interactions in the support e-mail account.
  • Creating tickets with the appropriate details relevant to a case; documenting/updating incident tickets and service requests.
  • Analyzing records and call logs to discover potential issues and any underlying issues or trends.
  • Diagnosing and solving software fault.
  • Testing existing software and evaluating new releases.
  • Performing regular validation health checks on existing applications and systems.
  • Responding to callouts, emails, and priority activities in a timely fashion.
  • Following instructions, either oral, written, or in diagram form, to set up an environment to test applications, systems, or fix a fault.
  • Diagnosing, troubleshooting, and resolving issues related to contact centre applications.
  • Documenting resolution steps to add to the Knowledge-Based for future references.
  • Walking colleagues and customers through the troubleshooting steps to help them resolve software and/or technical issues.
  • Maintaining procedures and reports that provide technical support to the team and organization.
  • Examining application and/or system logs to identify cause and resolution.
  • Supporting the implementation of new solutions or applications.
  • Creating application and/or system user accounts for new users and assisting with password or login problems.
  • Testing existing and evaluating new releases of applications and systems that Tykans supports.
  • Participating in team meetings to provide insight into technical requirements.
  • Providing support via telephone, email, or in-person.
  • Being on an on-call 24/7 rotation (1 week, every 4-6 weeks).
  • Being able to work night shifts.
  • Travelling within Alberta will be required (5-10%).
What You'll Bring

To be successful in this role, you will needthe following education, experience, and skills:

  • A degree in Computer Science, or equivalent professional experiences.
  • Hands-on experience working with Genesys and AudioCodes is considered an asset.
  • Experience in supporting on-premises and cloud contact centre software.
  • Minimum 2 years’ experience in a technical support role in a large organization.
  • Experience in using incident management tools, e.g., ServiceNow.
  • Experience in using CRM tools, e.g., Salesforce, is an asset.
  • Diagnostic techniques and ability to ask pertinent questions.
  • Outstanding listening and comprehension skills.
  • Excellent oral and written communication skills, e.g., can clearly and simply explain a technical problem to a customer or colleague.
  • Strong interpersonal skills with a demonstrated customer service focus.
  • Tenacity to solve complicated problems and see them through to resolution.
  • Analytical skills with strong attention-to-detail.
  • Team-oriented attitude to help colleagues and other teams in resolving technical problems.
  • Ability to organize and set priorities to manage multiple tasks, while responding to the needs of customers in a timely manner.
  • A passion for contact centre applications such as Genesys and AudioCodes.

Tykans is dedicated to creating an inclusive workplace that promotes diversity and highlights employees' unique contributions to our company's and our customers’ success. We promote a workplace that fully represents the different cultures, viewpoints and backgrounds of our customers and the communities in which we live and serve.

At Tykans, we are committed to the physical and mental well-being of our employees. We also recognize that everyone is different and the way in which people work in order to be productive is not the same for all.

These are some of the reasons our employees love working at Tykans:

  • Work-life balance; flexible working hours
  • Resources and activities for the physical and mental well-being of our employees
  • Family-like work environment
  • Team bonding events
About Tykans

Empowered by great people, Tykans provides innovative solutions and services for large businesses to enterprise organizations. Specializing in software development and deployment, customer experience, and timely delivery of quality services, we continue to grow in the current economic market. Tykans' growth and ongoing success is mainly attributed to the effectiveness of our team, consisting of highly specialized team players who work collaboratively to exceed our customers' expectations.

We are looking for you Come join our talented team. Bring your passion

Questions? Read what our employees have
to say about working here. Questions about joining Tykans
or the interviewing process? #J-18808-Ljbffr

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