Technical Support Analyst

7 days ago

Toronto, Canada fusionSpan Full time

fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members. We are currently seeking skilled Tier 1 Technical Support Analysts to join our dynamic team.

As a Tier 1 Technical Support Analyst Team Member, you will play a pivotal role in providing technical assistance and customer support for Salesforce Clouds, Fonteva, and our Learning Management System (LMS). Your responsibilities encompass supporting association members and staff by ensuring the efficient resolution of software-related issues and delivering top-notch customer service. This multifaceted role demands a blend of technical expertise, customer service skills, and a commitment to optimizing our software solutions.

**Responsibilities**:

- Respond promptly and courteously to customer inquiries via various channels, addressing queries related to Salesforce Clouds, Fonteva, and the LMS.
- Diagnose and troubleshoot software-related issues reported by customers, providing effective solutions or escalating to higher tiers when necessary.
- Guide customers through troubleshooting steps, ensuring clarity and understanding in implementing the solutions provided.
- Maintain detailed records of customer interactions and solutions in our ticketing system.
- Assist customers and staff with usage for Salesforce Clouds, Fonteva, and the LMS.
- Manage user access and permissions, overseeing access grants and removals as required to maintain data security and integrity.
- Utilize your expertise to identify, diagnose, and resolve technical problems within Salesforce, escalating and tracking issues appropriately to ensure swift resolution.
- Collaborate with other team members and developers to address complex technical challenges and improve overall support efficiency.
- Develop a deep understanding of multiple business processes across the organization, enabling you to provide tailored support and optimize the Salesforce system to meet evolving needs.

**Requirements**:

- Previous experience in customer support or technical support roles, ideally within a software environment.
- Proficiency in Salesforce CRM management and administration, with the ability to configure and automate processes using out-of-the-box tools.
- Strong communication skills and a customer-centric approach to problem-solving, ensuring effective resolution of customer inquiries and technical issues.
- Familiarity with user management in Salesforce, including user access management and permission settings.
- Ability to troubleshoot and resolve technical problems in Salesforce, escalating issues as needed to ensure timely resolution.
- Salesforce Admin Certification or in progress to be completed by the start date.
- Bachelor’s degree in computer science, information technology, or related field preferred but not required.

**What We Offer**:

- Comprehensive Health insurance
- Supplementary Health
- Drug Coverage
- Paramedical Coverage
- Expanded Dental & Vision
- Life Insurance
- Long Term Disability
- Accidental Death & Dismemberment insurance
- Retirement savings match
- 15 days of paid vacation - increases with tenure
- 10 paid federal holidays

**About fusionSpan**

Check out our Great Place to Work Certified Badge here.

**Culture of Caring**

We aim to foster a culture of caring. Caring for our clients but also each other. As a company, we focus on working on interesting technologies and helping our non-profit clients provide the best experience for their members. But we also want to make sure that our team experiences personal growth in their careers.

fusionSpan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Our Company Values**:

- Give back to those communities that have gotten us where we are today.
- Foster a culture of caring in all working relationships. Respect for each other and our diverse backgrounds and experiences.
- Deliver seamless experiences and best-in-class solutions.
- Embrace change and strive for growth.

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