Application Support Analyst

4 weeks ago

Toronto, Canada Vena Solutions Inc. Full time

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada. _#LIremote_

We believe that understanding and valuing our customers is the key to success. As Vena’s Application Support Analyst, you will be responsible for creating a World Class customer experience with every customer interaction. The day-to-day will include assisting customers with product related questions, troubleshooting technical issues, providing guidance and recommendations, engaging internal teams to drive issues to resolution, and more.

We are looking for an individual who aims to provide constant value to our customers while looking for ways to improve our Support offering. The Application Support Analyst will be a dependable, agile, adaptive, self-starter. Are you ready to work in a fast-paced, exciting environment that will challenge you each day and contribute to your personal and professional growth?

What you will do:

- Prioritize and resolve a high volume of customer requests within Service Level Agreements (SLAs) and ensure interactions result in high customer satisfaction scores
- Assist customers with product related questions, troubleshoot technical issues, provide technical guidance and recommendations
- Clearly set and communicate expectations to customers and internal stakeholders
- Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
- Provide timely updates and remain responsive throughout a request
- Collaborate with and engage internal teams to drive issues to resolution
- Proactively monitor for emerging patterns and raise awareness around customer feedback and challenges
- Creating Knowledge base articles, internal guides, and other team assets, as required

Does this sound like you?:

- 1+ year of technical support experience
- Post-secondary education in Computer Science, Computer Representatives Information Systems, Information Technology, or equivalent experience
- Knowledge of SQL, SQL Server, and cube technology and advanced experience in Microsoft Excel, including macros, VBA, Pivot tables
- Excellent troubleshooting, problem-solving, time management and organization skills
- Ability to learn quickly and respond to changing customer needs and demands
- Exceptional written and verbal communication
- Comfortable with shift work
- Working knowledge of ZenDesk and experience within a Cloud-based SaaS environment preferred

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