Application Support Specialist

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. We’re all about helping pets. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

**Job Description**:
**Position Summary**:
Do you want to build a fast-paced and exciting career in IT? As part of the Application Support team, our Support Specialist will drive productivity, efficiency, and reliability in a rapidly-growing, agile organization. You'll interact with both people and technology to support Trupanion's Revenue IT systems. As a hard-working multitasker, you will be responsible for the support of highly available, scalable software products and services. Join us if you would like to help loving, responsible pet owners care for their pets

**Key Responsibilities Include**:

- Provide exemplary customer service using audience-appropriate information through various methods, including live chat (where applicable)
- Build and maintain a knowledge base with a goal of making users more efficient and self-sufficient over time
- Collaborate with product owners to address impactful issues in future releases

**Qualifications**:
**Experience**:

- 2-3+ years of experience in technical support or equivalent skills and knowledge
- Proficiency in basic Microsoft SQL usage, Postman, MS Office Tools, Sharepoint, cross-browser usage, Azure DevOps is preferred but not required
- Experience in the use of ticketing systems for support purposes, such as Microsoft Dynamics, Freshworks products, or Jira

**Skills,** **Knowledge** **& Abilities**:

- Technical support experience to triage problems, prioritize accordingly, and propose a resolution for both customer reported issues as well as internally surfaced items
- Passionate about solving problems while collaborating closely across teams in a fast-paced environment
- Individual committed to improvement, who can think strategically, adapt quickly, and rapidly earn credibility and trust within all levels of the organization, including third-party vendor/partners and customers
- Inquisitive nature, desire to increase knowledge base, and willingness to research and find solutions to complex issues
- Strong organizational and project management skills with experience maintaining multiple projects with contending priorities in a calm and efficient manner
- Self-motivated, driven, passionate, and confident person who works independently with mínimal direction
- Superb communication, listening, and social skills

Additional Information
**Compensation**:

- The salary for this position is $88,350 CAD on a full-time schedule
- Along with the base salary, Trupanion employees may be eligible for monthly bonuses.
- We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

**Benefits and Perks**:

- Employer-paid extended health coverage for you and your family
- Trupanion will partner with Wealthsimple to register your RRSP, pension, etc.
- Four weeks of paid time off
- Five weeks, paid, sabbatical after five years of employment
- Employer-paid medical insurance for one pet (cat or dog)
- Paid time off to volunteer at nonprofit organizations
- Open, casual, pet-friendly, and fun work environment

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.