Support Analyst

2 weeks ago

Toronto, Canada Thentia Full time

**About Thentia**
Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. A company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Further, Thentia’s solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development.

*
About The Role:*
As a Support Analyst, you will be the face of Thentia for many of our customers as you will troubleshoot their technical issues and advocate for their success. You will manage customer issues and escalations, guide customers through specific features and functionalities, and contribute to building processes that allow for efficient communication. You will also work collaboratively with various members of the Customer Success team.

*
Responsibilities:*
- Investigate and resolve issues related to client configurations, custom reports, data integrity, and batch jobs, and engage in-depth troubleshooting and advance corrective actions
- Escalate true product bugs to Engineering Team and become a liaison between customer and the Engineering Teams
- Ensure the customer requests are addressed based on agreed-upon SLA
- Use an in-depth understanding of the product and business impacts to quickly and accurately prioritize issues for resolution
- Gain understanding of technical aspects of product and break-fix development related to the product, advise developers and solution designers
- Facilitate/conduct training with regards to product functionality adoption
- Identify sales opportunities and product improvements in client calls
- Foster a healthy internal community and collect product feedback and technical blockers to help shape the roadmap with the Product and Engineering teams

**Qualifications**:

- Excellent problem-solving, written, and verbal communication skills, requiring mínimal supervision
- High level of interpersonal skills, ability to be creative, flexible, persuasive, and work cooperatively with clients and internal stakeholders.
- Direct experience with Microsoft Office 365, Microsoft SharePoint, Microsoft Teams and the full suite of Microsoft Office products
- Experience querying data from databases and knowledge of relational and non-relational database technologies
- Knowledge of computer programming skills (Specifically JavaScript, GitHub, node.js)
- Hands on experience as a systems analyst with proven ability to work in a dynamic, fast-paced and constantly changing environment.
- Completion of university or college degree in Information Technology/Systems Computer Science or related field

**Nice to Have**:

- Previous exposure to and hands-on experience with the Atlassian suite of products, including Jira and Confluence.

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

**Compensation**
Thentia provides employees with a competitive base salary along with:

- Full Health Insurance coverage
- Flexible paid-time-off, including vacation and wellness days
- Parental Leave
- Year-end bonus potential
- Remote or Hybrid working options (as position allows)
- Professional development & training, including Udemy Business

**Our Commitment**:
**#LI-DNI

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