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Technical Support Analyst

2 weeks ago

Halifax, Canada ESO Full time

We’re small enough to be nimble and fun, but big enough to be a great, stable place to work. We serve more than 10,000 customers out of our offices in Austin, Texas; Belcamp, Maryland; Des Moines, Iowa; Bellingham, Washington; Halifax, Nova Scotia; and Belfast, Northern Ireland.

**How you Will Support Our Mission**

**What You Will Be Doing - The Day to Day**
- Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line.
- Document customer interactions, inquiries, and solutions accurately in the ticketing system.
- Escalate complex issues as appropriate and ensure effective communication throughout the escalation process.
- Collaborate with team members to share knowledge and identify recurring issues for proactive problem-solving.
- Provide timely and courteous customer service, ensuring that customers feel valued and supported.
- Follow established support processes and procedures, contributing to continuous process improvement efforts.
- Stay up to date with the latest product updates, features, and technical information to provide accurate assistance to customers.
- Contribute to the creation of user guides, FAQs, and self-help resources for customers.
- You will also be part of our 24x7 support model which requires periods of evening, night and weekend shift coverage.
- This role requires you to be part of a regular on-call rotation.

**Who You Are - The **Desirables**

Some of the things required to be successful in the role:

- Strong problem-solving skills with a logical and analytical approach to troubleshooting.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a commitment to delivering exceptional service.
- 2+ years’ experience with Windows Operating systems including Windows 7, Windows 10, Windows 11 as well as all common web browsers.
- Ability to work in a fast-paced environment.
- Experience using customer support tracking tools.
- Experience in a technical support centre, preferred.
- Bilingualism (English/French) is a plus.
- Experience working with SQL Databases, XML and scripting, preferred.
- com experience is a plus.

**Benefits & Perks**

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment, this includes:

- Competitive health plan (medical, dental, & vision insurance)
- RRSP with company contribution
- Front-loaded vacation and sick time
- Employee Assistance Program (EAP)
- Peace of mind benefits such as life insurance and disability insurance
- Casual office environments and unlimited office snacks and drinks