Application Support

Toaga DevWorks Inc. specializes in creating innovative solutions for our clients.

We architect and develop customized software solutions that leverage traditional IT (Windows/Web) as well as mobile (Android) operating systems.

**Position: Application Support - Team Lead**

**Location**:Peterborough, ON

**Responsibilities**:

- Acquire a solid understanding of our software, and our major client’s systems and processes, to effectively lead our software support team.
- Develop and maintain a training curriculum for new support staff.
- Proactively develop training materials for staff, as well as clients, as new features are rolled out.
- Understand and analyze customer requirements, providing personalized support and guidance to assist clients in their day-to-day operations and optimize their usage of our software solutions.
- Recognize patterns in support issues, and proactively assist in the development of training materials and/or software change requests to resolve those issues.
- Verify support team members are crossed trained and able to support as many issues as possible.
- Monitor open tickets and support staff response times.
- Research escalated issues and work with the development team to provide solutions
- Assist the development team with QA related tasks prior to new software feature releases.
- Provide technical support to end-users for hardware, software, and network-related issues
- Provide exceptional customer service and support to clients by promptly addressing their inquiries, concerns, and technical issues.
- Act as a liaison between customers and our development team, effectively communicating customer needs, feedback, and feature requests.
- Offer comprehensive assistance to clients in optimizing and enhancing their system performance through best practices and recommended workflows.
- Create and maintain accurate documentation, including knowledge base articles and FAQs, to help customers self-serve for common queries.

**Requirements**:

- Post-secondary degree in an IT field, Communications, Business Administration or a related field.
- Minimum 3 years of related progressive experience.
- **A basic understanding of relational database fundamentals, and experience writing queries in Microsoft T-SQL would be strongly beneficial for this role.**:

- Bilingual - (English/French) would be a definite asset but is not required.
- Exceptional problem-solving and analytical skills to quickly identify and resolve customer issues.
- Excellent verbal and written communication skills.
- Professional in person, on the phone, and in electronic communications.
- Ability to work under pressure and in a fast-paced environment.

This role has been posted as hybrid. We ask that you are able to work in our office (in Peterborough, Ontario) a minimum of 3 days a week.

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

Pay: $85,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- RRSP matching
- Paid time off
- Work from home (optional, up to 3 days per week)

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

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

Pay: $85,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Experience**:

- IT support: 3 years (preferred)

Work Location: Hybrid remote in Peterborough, ON K9L 1C3