Technical Support Analyst

3 days ago

Waterloo, Ontario, Canada Maplesoft Full time

For over 35 years, Maplesoft has been a leading provider of software tools for engineering, science, research and teaching. Maple is math software that combines the world's most powerful math engine with an interface that makes it extremely easy to analyze, explore, visualize, and solve mathematical problems.

We are currently looking for a customer-service oriented, highly organized and motivated
Technical Support Analyst
to join our Customer Success team.

In this role, you will establish a thorough understanding of our products, help develop and maintain our knowledge centre, and work closely with all key areas within Maplesoft to provide superior service to our customers.

Key Accountabilities

  • Promptly and professionally receive incoming customer inquiries through phone, email, Service Cloud or other channels and route the request appropriately.
  • Facilitate the resolution of technical support cases and other customer requests; help process customer orders.
  • Engage with customers to understand how they are using our products and to promote the services we offer.
  • Create FAQ articles to help us better serve our customers.
  • Support the adoption and execution of new processes to improve the efficiency of the Customer Success team.
  • Positively represent the company with a strong emphasis on superior customer service.

Requirements

  • Post-Secondary education in Mathematics, Science, or Engineering, or equivalent experience.
  • Outstanding interpersonal and customer care skills. Prior experience in customer service or end-user technical support is a definite asset.
  • Excellent written and oral communications skills.
  • Solid organizational and record-keeping skills.

Working at Maplesoft

Our teams build world-class software and services for system simulation, calculation management and systems engineering. Our product suite reflects the philosophy that given great tools, people can do great things

Maplesoft offers a collaborative culture and the opportunity to work on some of the most innovative and exciting projects in the industry. We are committed to providing every employee with professional growth opportunities, a flexible and supportive work environment, and excellent compensation and benefits.

This is a hybrid role with the requirement to work from the office a minimum of three days per week. The salary range for this role is $50, ,000.

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