Product Support Analyst

2 weeks ago

Toronto, Canada Stack IT Full time

About 20 tickets a week (4 per day)
- MSP experience not required
- Desktop Installation and Product support
- Understanding networks
- Must have a technical background
- Some coding experience (played around with code is fine)
- This role can lead to projects, implementing solutions, product development.

**Duties & Responsibilities**
- Develop a strong understanding of our products and how customers use them.
- Monitor and manage our service ticket system and respond to customer inquiries
- Triage product queues and prioritize issues according to their severity
- Conduct web / remote session meetings with customers to gather information for investigative purposes or to provide assistance
- Test and duplicate issues in order to document and demonstrate the problem to other teams such as programming
- Participate in project and team meetings; interacting and collaborating with team members
- Leverage and contribute to the Knowledge Base to assist with the resolution of issues
- Relay feedback to development so that the product can be improved
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
- You understand that customer satisfaction is the highest priority, and seek to foster a spirit of partnership and collaboration at all times.

**Key skill requirements**:
Ability to troubleshoot technical issues

Managing a desktop environment

Understand networks

Install software with ability to resolve issues if not working

Ideally some coding experience

Customer service skills

Understanding how a law firm operates and their workflow

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

**Salary**: $55,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Network management: 2 years (preferred)
- Product Support: 1 year (preferred)
- Desktop support: 2 years (preferred)
- Customer support: 2 years (preferred)

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