Tech Support Analyst

2 months ago

Richmond, Canada Transoft Solutions Full time

Do you want to make a difference within the global transportation planning and design community? With offices around the world, Transoft Solutions is an international leader in the development of innovative and highly specialized software for aviation, civil infrastructure, transportation and operational professionals. With over 30 years of experience and 50,000 users in 150 countries worldwide, the company’s success is a result of our people, our highly sought-after products, and the exceptional customer service we deliver.

**About the Opportunity**:
We currently have an exciting opportunity for a **Technical Support Analyst **at our head office in Richmond, BC. A member of the Technical Support Team, the Technical Support Analyst will be responsible for providing superb technical support and customer service to Transoft’s user base and Transoft’s internal teams.
- NOTE: This is a hybrid role where the incumbent will be expected to work a minimum of 2 days per week in the office. We are scheduled to relocate from Richmond to the Waterfront area of Vancouver in 2024._

In this role, you will be expected to:

- Provide superb customer service by getting to the root of the customer’s issue and providing the most efficient solution;
- Provide product technical assistance to both internal and external clients;
- Simulate and isolate problems in the test environment;
- Prepare and develop AutoCAD/MicroStation drawings;
- Actively assist Quality Assurance and Development teams with new software release testing and issue reporting;
- Generate documentation in the form of issue reports, technical tips and best practices;
- Communicate software related issues to product management and developers;
- Communicate client issues and feature requests to development teams for consideration in future software releases;
- Prepare and lead technical presentations for internal and external clients.

**About You**:

- You have a degree in an engineering or computer related discipline;
- You have 2-3 years experience in CAD drafting, including AutoCAD and MicroStation;
- You are proficient in CAD Drafting using AutoCAD or Microstation (Knowledge of other CAD software such as Civil 3D or other civil design products would be considered an asset.);
- You love technology and like to figure out how things work;
- You are a problem solver and a relationship builder;
- You instill confidence because you know the answers - you are the “go-to” person in your field of expertise;
- You are an excellent communicator and have a unique talent in that you can visualize situations and verbalize solutions;
- You are looking for a place to grow, learn new skills and contribute to a collaborative team environment;
- You have an excellent command of English; other languages are advantageous;
- You possess the ability to maintain a professional customer-oriented attitude with excellent communication skills, both written and verbal;
- You are capable of dealing with people sensitively, tactfully, diplomatically, and professionally at all times;
- You have experience working with a CRM system, which is considered an asset.

**About Us**:

- We offer a flexible working environment that embraces both in-person and remote work;
- We offer a number of employee programs and benefits focused on healthcare, retirement savings, rewards and recognition;
- We’re committed to providing professional growth and development opportunities;
- We give back to our communities through global initiatives and donations;
- We work hard, but we like to have fun too.
- At Transoft Solutions, we embrace diversity, as we strongly believe that our diverse backgrounds, coupled with our cultural and experiential differences make us stronger and better positioned to support our global customers. We are a collaborative group of individuals who value respect, professionalism, creativity, drive and compassion, and we pride ourselves in being a socially responsible company that does its part in making the global community a better place for everyone._

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