Tier 2 Support Analyst

1 week ago

Burlington, Canada iPipeline Canada Inc Full time

We are currently looking for a **Tier II Support Analyst** on our WEALTHSERV Support team in our Burlington, ON, Canada headquarters.

**Responsibilities**:

- Ensure customer satisfaction by providing Tier I1 (second level) support for hardware, software, connectivity, development and product specific problems related to our WealthServ platform.
- Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement.
- Assess and take ownership of problem inquiries from Customers.
- Identify solutions to work around open issues / problems that are under investigation or pending resolution.
- Document, track, case histories, issues, and actionable steps taken.
- Collaborate with all levels of Support and Professional Services to appropriately escalate tickets.
- Required to participate in on-call rotation.

**Qualifications**:
**Skills Requirements**
- Strong customer service orientation with a “can do” attitude.
- Excellent communication skills to interact with Customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service.
- Follow-up skills to effectively handle and prioritize concurrent service issues.
- Organization skills to be able to handle multiple activities simultaneously.
- Detail oriented to ensure all client set up requirements are executed accurately, and service tickets are completed in full.
- Aptitude for new technology learning.
- Independent thinking and problem resolution.
- Proven problem-solving skills with an emphasis on quick problem resolution.
- Ability to read and analyze various programming languages and identify development issues versus support issues.

**Education and Experience Required**:

- Bachelor’s Degree required.
- Knowledge of MS Office products: Word, Power Point and Excel.
- Knowledge of client and server operating systems, and machine architectures in a Windows environment.
- Knowledge of SQL Server with ability to create and run queries to perform data analysis and investigation.
- HTML experience is desired.
- Knowledge of programming skills is a plus.

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