Technical Support Analyst

3 weeks ago

Waterloo, Canada IMS Full time

**Company Overview**

IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.

**Description**

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service that is low-cost and scalable, ensuring:

- that our products are delivered to the end customer within the agreed service levels (SLAs) and in an appropriate manner.
- that the products remain in good working condition and continue to generate the required tracking and risk management data.
- the accuracy of the tracking and risk management data.

This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the delivery teams to achieve those expectations to a high standard, whilst ensuring that MI packs are completed regularly, highlighting blockers and bugs and areas for performance improvement.
- This position is a vital component of the business, and is responsible for:_
- Provide Tier 3 support for customer contact resolutions
- Diagnose and troubleshoot customer technical problems that cannot be resolved in Tier 2, providing advanced support in IMS databases and servers
- Prepare MI packs to demonstrate Service Delivery and Customer Operations performance across Tiered support, providing details on backlogs and proposed bugs/software problems
- Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed
- Reviewing data produced by the device to ensure that it is accurate, providing detailed explanations to customers where applicable.
- Raise information, bug, and feature requests to the development team or senior support specialists and aid in the information gathering required to conduct a thorough investigation
- Conduct database and log file investigations where applicable to aid in the resolution of technical issues raised by customers related to perceived trip, score or device problems that cannot be resolved by Tier 2 support

**Requirements**:

- We know you will have a wide skill set, but to thrive in this role we think you will need:_
- Experience working in a contact centre or service desk environment
- Experience in a customer-facing role
- Great written communication, verbal communication, and telephone manner
- Ability to work independently with limited supervision
- Bonus Skills:_
- Previous experience working with Insurance or data products
- Previous experience in analysing and interpreting large data sets
- ITIL foundation certified or aware
- Basic understanding of Spanish (written and verbal)
- Various Database architecture experience, e.g., MySQL, Cassandra, RDS, DynamoDB
- Basic understanding of Scripting languages e.g., Python, bash, PowerShell, Perl, Java

**Why should you join us?**
- Brand new collaborative, open-concept office for those days when you want to work collaboratively in person We’re located in the Waterloo tech hub: the David Johnson Research + Technology Park
- Flexible remote working options
- Opportunity to work within a global team
- We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times
- We want to see you grow and do great things We’re committed to your personal and professional development
- Company-paid group health (and dental) benefits program, with no waiting period - they start from day one
- RRSP matching program
- Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing
- 'Work From Anywhere' Policy - work almost anywhere in the world for 30 days per year
- Funded training opportunities and a dedicated online learning platform
- Discounted gym membership
- Management coaching programs
- Employee Assistance Program and an enhanced maternity/paternity package
- Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards

IMS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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