Support - Customer Support Analyst

Who we are?
At Upstream Works, we are all about making life easier - for our partners, customers, and each other. Together, we build innovative solutions that make an impact - whether it is making agents more productive, improving the customer experience, or helping our team be the best version of themselves. Across the organization is an unwavering commitment to learning, career development, and personal growth. Our teams collaborate and motivate each other, and the result is a culture of innovation.
We are passionate about creating software that helps organizations provide great customer experiences. Our company motto is Faciemus Quae Dicimus, which means We Will Do What We Say - and we stand by it. Upstreamians work hard and play hard, collaborating on solutions and celebrating our successes together.
We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy a flexible work culture, regular employee meetups, and making the extra effort to do what we say we will, and make sure it benefits all of us. Here everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.
At Upstream Works, our values shape everything we do for our partners, our customers, and our team: accountability, collaboration, innovation and excellence.
**Some of our employee perks include**:

- Health Benefit Spending Account
- Company Paid Health & Wellness Benefits
- Gym Membership Discount and Reimbursement Program
- Employee Stock Option Program
- Company paid learning & development programs
- Half day Fridays before every long weekend
- Extra paid days off for worship and personal days
- Monthly Employee Meetups, including Axe Throwing, Pizza and Beer Days etc.
- Mid Day Gaming Breaks, for both remote and in person team members
- Family and Friends Summer BBQ, including horse back riding, swimming, BBQ, climbing and more
- Family and Friends Weekend Getaway Holiday Party
- Annual Hackathons
- LOTS of SWAG
- Movie Nights & Baseball Games
- And anything else we think sounds like a great idea

Check us out on Facebook, LinkedIn and X (formerly known as Twitter)
For those who prefer to work in an office, we are located at 7777 Weston Road, Woodbridge, ON. The office is easily accessible by car or transit (both TTC and York Regional Transit) with free covered parking and a quick walk from the new TTC Vaughan Metropolitan Centre subway station.
Awards

**The Opportunity**:
You are a hot shot problem solver, always prepared to stand by your promises and deliver exceptional customer and partner experiences. We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and omnichannel world of the contact center. Our goal is to be the number one agent desktop solutions provider and we are well on our way. We are currently looking for a talented trouble-shooter who will be a key contributor to the success of Upstream Works.
**Position Summary**:
**What you'll do**:

- Be a full-time member of the Support team
- Track issue progress using our JIRA ticketing system
- Perform remote and occasional onsite technical support
- Install and configure solutions for customers
- Maintain an open line of communication with management on current support issues
- Create and maintain internal Knowledge Base articles
- Provide emergency on-call support
- Some travel may be required within North America
- Assist with organizational IT tasks
- Coordinate system review with the Infrastructure Analyst (IA) as required

Here’s how your support, technical and communication skills come into play:

- 1 - 2 years of experience in technical or software support. Co-op or internship experience will work as well.
- Excellent oral and written communication skills
- Ability to prioritize effectively and multitask proactively
- Outstanding customer service skills
- Strong troubleshooting and analytical thinking skills
- Hardware/Software experience with servers and desktops in a Windows environment
- Solid understanding of Windows (10), Windows Server (2016, and 2019), IIS, VMware, SQL databases
- As some of our customer’s data is governed by privacy laws, a security check may be required
- Flexibility to work evenings and weekends as required
- Undergraduate degree in Science, Technology, Engineering or Mathematics (STEM). New grads are welcome to apply
- You are legally entitled to work in Canada
- Experience with AWS or JavaScript are assets