Product Support Analyst

6 months ago

Vancouver, Canada Copperleaf Technologies Inc. Full time

Location: Canada (Eastern time zone)

Copperleaf’s enterprise software helps some of the world’s largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to operationalize their ESG and sustainability strategies. Our solutions empower them to build optimal investment plans that proactively manage risk, improve performance, and maximize value for every dollar spent. Join our team as we continue to enable our clients to build more resilient and sustainable infrastructure.

**The Opportunity**:
We’re looking for a proactive **Support** **Analyst** who enjoys the challenges of handling client support in complex IT and business environments, writing support documentation, and leading training sessions. As part of our L2/L3 Support team, you’ll develop expertise with our own product and cloud set-up to help respond to client queries and resolve support issues.

Being situated in the Eastern Time Zone, you’ll enhance our ability to respond more effectively to clients in this time zone.

**Key responsibilities**:

- Responding to client queries and managing support requests on a timely basis
- Hosting monthly checkpoint meetings with clients
- Understanding the technical and functional aspects of our software and how it supports our clients’ business processes
- Delivering internal product training to new staff
- Managing like-for-like software upgrades, both for on-premises and cloud-hosted configurations

**About you**:
You’re a Support Analyst with one or more of the following attributes:

- You have a good understanding of IT concepts and principles (Windows Server, networking, webservice integrations, databases)
- You’re comfortable interacting with a clients’ IT teams to support on-premises installations
- You’re a curious and analytical problem solver who enjoys troubleshooting and can get to the root causes in complex IT environments
- You’re able to identify trends and commonalities across large numbers of incidents.
- You’re proficient in Excel; Experience with Linux containers, Oracle database, SQL is a plus
- You’re naturally curious and have a strong desire to learn new information
- You’re a great communicator, both verbally and written, and feel comfortable presenting to internal and external audiences
- You have experience working with software development teams and software release cycle
- You’re flexible and able to handle a wide variety of tasks
- You like being busy, interacting with people and have a keen desire to “fix things”
- You’re available to be occasionally on-call during Canadian holidays
- You have business level fluency in a secondary language (especially Spanish or Portuguese) in both spoken and written form.

We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm and transferable skills

**What’s it like here?**

At Copperleaf, culture is at the very core of who we are and what we do. We’re a world-class team of innovators that inspire one another to learn and continually push the limits of what’s possible. We cultivate an atmosphere of openness and support where all opinions and ideas are valued and encouraged, and where teamwork is key to success. We value a diverse environment and are proud to be an equal opportunity employer.

Founded in Vancouver, Canada, Copperleaf is committed to building a better world, one decision at a time. As one of Canada’s Fastest-Growing Companies and winner of Canada’s Most Admired Corporate Cultures, we are a dynamic and disruptive organization offering exciting opportunities for growth and innovation.

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