Client Services Centre Analyst

2 days ago

Greater Toronto Area, Canada KUBRA Full time

Overview:
KUBRA HQ is looking for a smart and talented Client Services Centre Analyst to join our Support team

As a Client Services Centre Analyst, you will provide ITIL driven 1st level technical support, troubleshoot and provide responses based on calls and tickets generated from internal staff, external clients and vendors and escalating tickets as necessary.

**Remote options may be available**

What you get to do every day:

- Members of the Support Team manage initial calls from clients and customers
- Fulfill service requests
- Take phone calls from clients and customers
- Responsible for daily system checks and for bank control total call ins
- Effectively monitor minor incidents, initiate problem management reports, create internal cases, and ensure resolution of the different alert types, by following provided documentation
- Monitor infrastructure alerts, create and triage cases, and respond to customer inquiries using established procedures and greeting
- This position is required to work a rotating shift consisting of daytime and overnight shifts

What kind of person should you be?:

- An energetic individual with a get-it-done attitude
- Technology and client service-focused
- You have a strong execution track record on problem analysis and resolution
- You enjoy working with a close-knit group and have excellent communication skills
- You are able to work effectively with a variety of stakeholders including internal business partners, peers, vendors and consultants
- You thrive in a fast-paced multi-tasking environment with outstanding troubleshooting, critical thinking and diagnostic skills

What skills do you need?:

- Bachelor’s degree or diploma in Computer Science or Information Technology
- Minimum 2 years of experience in a 24/7 IT support-related environment
- Experience with ISTM process and ITIL foundations
- Solid knowledge of diverse hardware, software, and operating systems and working knowledge of database concepts and tools. Experience working in Windows environment. Basic Linux command skills nice to have

What can you expect from us?:

- Award-winning culture that fosters growth, diversity and inclusion for all
- Paid day off for your birthday
- Access to LinkedIn learning courses
- Continued education with our education reimbursement program
- Flexible schedules
- Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
- Two paid days for volunteer opportunities

KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.

Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.

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