Application Support

6 months ago

Peterborough, Canada Toaga DevWorks Inc. Full time

Toaga DevWorks Inc. specializes in creating innovative solutions for our clients.

We architect and develop customized software solutions that leverage traditional IT (Windows/Web) as well as mobile (Android) operating systems.

**Position: Application Support - Team Lead**

**Location**:Peterborough, ON

**Responsibilities**:

- Acquire a solid understanding of our software, and our major client’s systems and processes, to effectively lead our software support team.
- Develop and maintain a training curriculum for new support staff.
- Proactively develop training materials for staff, as well as clients, as new features are rolled out.
- Understand and analyze customer requirements, providing personalized support and guidance to assist clients in their day-to-day operations and optimize their usage of our software solutions.
- Recognize patterns in support issues, and proactively assist in the development of training materials and/or software change requests to resolve those issues.
- Verify support team members are crossed trained and able to support as many issues as possible.
- Monitor open tickets and support staff response times.
- Research escalated issues and work with the development team to provide solutions
- Assist the development team with QA related tasks prior to new software feature releases.
- Provide technical support to end-users for hardware, software, and network-related issues
- Provide exceptional customer service and support to clients by promptly addressing their inquiries, concerns, and technical issues.
- Act as a liaison between customers and our development team, effectively communicating customer needs, feedback, and feature requests.
- Offer comprehensive assistance to clients in optimizing and enhancing their system performance through best practices and recommended workflows.
- Create and maintain accurate documentation, including knowledge base articles and FAQs, to help customers self-serve for common queries.

**Requirements**:

- Post-secondary degree in an IT field, Communications, Business Administration or a related field.
- Minimum 3 years of related progressive experience.
- **A basic understanding of relational database fundamentals, and experience writing queries in Microsoft T-SQL would be strongly beneficial for this role.**:

- Bilingual - (English/French) would be a definite asset but is not required.
- Exceptional problem-solving and analytical skills to quickly identify and resolve customer issues.
- Excellent verbal and written communication skills.
- Professional in person, on the phone, and in electronic communications.
- Ability to work under pressure and in a fast-paced environment.

This role has been posted as hybrid. We ask that you are able to work in our office (in Peterborough, Ontario) a minimum of 3 days a week.

**Job Types**: Permanent, Full-time

Pay: $85,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- RRSP matching
- Paid time off
- Work from home (optional, up to 3 days per week)

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Job Types**: Full-time, Permanent

Pay: $85,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Experience**:

- IT support: 3 years (preferred)

Work Location: Hybrid remote in Peterborough, ON K9L 1C3

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