Support Analyst

2 weeks ago


Whitby, Canada Deighton Associates Ltd Full time

**Introduction**

While being one of the companies leading the way in the development and implementation of asset management software worldwide, Deighton also provides career diversity in combination with challenging growth opportunities. Our core values include people first, collaborative, and respectful corporate culture, customer commitment, partnering for excellence, flexible, and versatile product offerings, leadership focus, and a commitment to being eco-friendly. Whether you are a student, a recent graduate, an experienced professional, or someone looking to expand your career in a dynamic industry there is a place for you here at Deighton With steady growth Deighton has established a global presence and is expanding our reach continuously. Join our team today and help make an impact on a positive legacy for generations to come

**Company**

Deighton Associates Ltd. (Deighton) has established itself as one of the world leaders in providing asset management systems and asset management expertise at the strategic, tactical, and operational levels for agencies around the world. Recognized as the premier software product for infrastructure asset management, dTIMS® is used to manage large infrastructure networks in Africa, Asia, Australia, Canada, Europe, New Zealand, and the United States. These infrastructure networks include hundreds of thousands of miles of pavements, thousands of bridges, and millions of wastewater, storm water, and fresh water distribution pipe assets.

**Position Overview**
- Provide responsive customer service resulting in high customer satisfaction and net promoter scores. This includes software testing and working directly with customers to provide real-time troubleshooting and advice.
- Manage Support tickets within SLA obligations. Ensure that tickets are triaged, contain all communications, and are properly categorized. Collaborate with other teams and coordinate the delivery of solutions.
- Leverage strong technical understanding of dTIMS products to identify and document solutions to common problems. Create Knowledge Base content. Collaborate with other teams to produce customer facing materials for self-service
- Adopt a Continuous Improvement approach to yourself and CX team operations. Pursue continuous learning and implement improvements to our products and customer interactions.
- Partner with QA to test product releases. Participate in Agile ceremonies, and complete scrum team tasks to verify bug fixes and test new features. Work as directed on projects that support company goals and brand pillars.
- Understand relevant SOPs and adhere to process. This includes time tracking, tickets, and all corporate compliance actions.
- Maintain CX team environments and artifacts including lists, work items, test systems and documents

**Required Skills**:

- Excellent written and verbal communicator. Ability to comprehend technical information and articulate complex ideas to internal and external customers.
- Leadership skills to take on new challenges.
- Responsive customer service, relationship building and improving client interactions.
- Knowledgeable in Azure DevOps and Ticketing systems (Zendesk). Managing service requests within SLA.
- Ability to collaborate with cross-functional teams including Product, QA, Project Management and Development.
- Strong interpersonal skills and ability to challenge the status quo in a positive manner.
- Goal-oriented with strong organizational and problem-solving skills.
- Demonstrate an understanding of Agile Software Development Life Cycle and Shift Left concepts. Conversant with software Developers.
- Excellent knowledge of MS Office.
- SQL queries, PowerBI and Postman OData experience.
- College or University graduate of Computer Science or IT programs

**What does Deighton Provide?**
- Competitive compensation, vacation and personal time, group benefits
- In-house executive Chef - Lunch meals prepared and provided 5 days a week
- A supportive team that encourages and supports professional growth
- Hybrid working approach, 10 days a month in-office
- Located in Whitby, Ontario
- Right off of the 401 in the heart of Durham Region
- Company and department employee social events + gaming stations in-office
- Flexible working environment that promotes healthy work life balance (Flex Hours offered)
- Working on meaningful and impactful work
- Work From Anywhere Globally
- Roll Over Vacation
- Summer golf lessons for beginners
- On-Site parking
- Global travel opportunities

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.


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