Technical Support Analyst

5 days ago

Waterloo, Canada Maplesoft Full time

For over 30 years, Maplesoft has been a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems.

We are currently looking for a customer-service oriented, highly organized and motivated **Technical Support Analyst **to join our Customer Success team.

In this role, you will establish a thorough understanding of our products, help develop and maintain our knowledge centre, and work closely with all key areas within Maplesoft to provide superior service to our customers.

**Key Accountabilities**
- Facilitate the resolution of technical support cases.
- Engage with customers to understand how they are using our products and to promote the services we offer.
- Create FAQ articles to better serve our customers.
- Create macros to ensure a level of consistency on how we respond to tickets.
- Provide feedback and recommendations on the efficiency of the customer service process to the Manager, Customer Success.
- Support the adoption and execution of new processes to improve the efficiency of the Customer Success team.
- Support the Sales Operations team with webstore order processing and student validation.

**Requirements**:

- Post-Secondary education in Mathematics, Science, or Engineering, or equivalent experience.
- Outstanding interpersonal and customer care skills. Prior experience in customer service or end-user technical support is a definite asset.
- Excellent analytical, problem-solving and research skills.
- Excellent written and oral communications skills.
- Solid organizational and record-keeping skills.
- Experience using Maple would be an asset.

**_Working at Maplesoft_**

Our teams build world-class software and services for system simulation, calculation management and systems engineering. Our product suite reflects the philosophy that given great tools, people can do great things

Maplesoft offers a collaborative culture and the opportunity to work on some of the most innovative and exciting projects in the industry. We are committed to providing every employee with professional growth opportunities, a flexible and supportive work environment, and excellent compensation and benefits.
- Maplesoft is committed to integration and equal opportunity. Accommodation throughout the recruitment process is available upon request._

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