Support Analyst

2 weeks ago

Whitby, Canada Deighton Associates Ltd. Full time

**Introduction**:
As one of the leaders in the development and implementation of asset management software, Deighton offers an exciting combination of challenging opportunities and career diversity; where customer satisfaction is a fundamental value and where you can realize your personal and professional goals. Explore Deighton's opportunities, whether you're a student, recent graduate, experienced professional, or someone looking for new career growth in a dynamic industry.

**Company**:
Deighton Associates Ltd. (Deighton) has established itself as one of the world leaders in providing asset management systems and asset management expertise at the strategic, tactical, and operational levels for agencies around the world. Recognized as the premier software product for infrastructure asset management, dTIMS® is used to manage large infrastructure networks in Africa, Asia, Australia, Canada, Europe, New Zealand, and the United States. These infrastructure networks include hundreds of thousands of miles of pavements, thousands of bridges, and millions of wastewater, storm water, and fresh water distribution pipe assets.

**Position Overview**:

- Provide responsive customer service resulting in high customer
satisfaction and net promoter scores. This includes software testing
and working directly with customers to provide real-time
troubleshooting and advice.
- Manage Support tickets within SLA obligations. Ensure that tickets
are triaged, contain all communications, and are properly
categorized. Collaborate with other teams and coordinate the
delivery of solutions.
- Leverage strong technical understanding of dTIMS products to
identify and document solutions to common problems. Create
Knowledge Base content. Collaborate with other teams to produce
customer facing materials for self-service.
- Adopt a Continuous Improvement approach to yourself and CX
team operations. Pursue continuous learning and implement
improvements to our products and customer interactions.
- Partner with QA to test product releases. Participate in Agile
ceremonies, and complete scrum team tasks to verify bug fixes and
test new features. Work as directed on projects that support
company goals and brand pillars.
- Understand relevant SOPs and adhere to process. This includes
time tracking, tickets, and all corporate compliance actions.
- Maintain CX team environments and artifacts including lists, work
items, test systems and documents

**Qualifications**:

- 3-4 + years of experience in a technical support role. Preference given
- Excellent written and verbal communicator. Ability to comprehend
technical information and articulate complex ideas to internal and
external customers.
- Responsive customer service, relationship building and improving
client interactions.
- Knowledgeable Azure DevOps and Ticketing systems (Zendesk).
Managing service requests within SLA.
- Ability to collaborate with cross-functional teams including Product,
QA, Project Management and Development.
- Strong interpersonal skills and ability to challenge the status quo in
a positive manner.
- Goal-oriented with strong organizational and problem-solving skills.
- Demonstrate understanding of Agile Software Development Life Cycle and Shift Left concepts. Conversant with software Developers.
- Excellent knowledge of MS Office
- SQL queries, PowerBI and Postman OData experience
- College or University graduate of Computer Science S or IT
programs
- Benefits and Perks: Market competitive total compensation package, flex hours, hybrid work approach, and great total rewards.

Deighton Associates Ltd. is proud to be an Equal Employment Opportunity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

**Location**: Whitby, Ontario (Hybrid Working)

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