Technical Support Analyst

4 weeks ago

Old Toronto, Ontario, Canada ROSS Full time

Click here to apply online

Company Overview: Our client is a prominent provider of enterprise private cloud solutions, specializing in customer relationship management (CRM) systems tailored for sectors such as financial services, insurance, and healthcare. Their innovative, user-centric software integrates industry-specific capabilities with data from various applications and databases, offering a holistic understanding of each individual.

Position Overview: ROSS has been tasked with identifying a skilled Technical Support Analyst. ROSS is a pioneering firm in Recruitment Process Outsourcing (RPO), HR Technology, and Professional Services, dedicated to aligning People Strategies with Business Growth.

Role Responsibilities: The Technical Support Analyst plays a crucial role in ensuring our production clients and partners achieve success and satisfaction with our client’s solutions. Key responsibilities include:

  • Troubleshooting and analyzing issues in complex, highly integrated client environments, both remotely and on-site.
  • Documenting customer enhancement requests and collaborating with Product Managers to influence the product roadmap.
  • Acting as a customer advocate while working closely with Professional Services and Product Managers.
  • Creating, testing, and deploying software updates and patches.
  • Preparing and updating release notes for customer hotfixes.
  • Providing status reports and action plans to customers in accordance with service level agreements.
  • Managing customer issues within Defect Management and Issue/Case Management Systems.

Qualifications: The ideal candidate will be an engaging, technically proficient individual with experience in customer-facing roles. A strong desire to thrive in a fast-paced, high-growth environment is essential. Key qualifications include:

  • Excellent written and verbal communication skills.
  • A technical diploma with 2-5 years of software development experience, including internships.
  • Proficiency in object-oriented programming and design patterns.
  • Familiarity with web services technologies such as WSDL/XSD and SOAP.
  • Understanding of enterprise messaging technologies like JMS and WebSphere MQ.
  • Experience with scripting languages such as VBScript, JavaScript, or Scheme.
  • Knowledge of relational database systems, including Microsoft SQL Server, Oracle, and DB2.
  • Familiarity with application server technologies such as WebSphere and JBoss.
  • A customer-focused approach with professionalism and acumen for high-priority production situations.
  • Creative problem-solving skills and a proactive attitude towards finding solutions.
  • Availability for overnight on-call rotations.
  • A collaborative mindset and willingness to work in a flexible team environment.
  • Experience in Financial Services sectors, such as Wealth Management or Investment Banking, is a plus.

Note: Candidates will engage directly with customers and may be required to travel for on-site support.

If you know someone who might be interested, please consider referring them. We offer a referral fee for successful placements.

Click here to apply online
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