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Bilingual Application Support Analyst
1 month ago
At Trisura , we expect more because we believe it can be done better. We are a young, growth‑oriented team with a commitment to exceptional talent and have been named one of Canada’s Top Small and Medium Employers since 2017. Our growth and our entrepreneurial style, niche market position and development opportunities ensure that our people see the results of their commitment reflected in the company’s success. We are currently seeking a qualified individual to join our dynamic customer‑centric Application Support team in Toronto. Bilingual Application Support Analyst – Toronto As an integral member of the team, you will bring: Full professional fluency in both French and English. Proven experience working in a team driven to provide exceptional customer service. An inquisitive mind with an interest in E‑Commerce systems and application testing. Excellent written and oral communication skills. Patience and problem‑solving skills as an excellent technical trouble‑shooter. The ability to thrive in a fast‑paced environment with multiple and competing priorities. Passion for excellence and detail orientation. Strong interpersonal skills in order to work with Technical and Non‑Technical personnel. Accountabilities Gain knowledge and expertise on Trisura products sold online, and the E‑Commerce platform on which they are delivered. Provide first‑level application support for external and internal E‑Commerce users in French and English verbally and in writing. Monitor and respond to customer issues, needs and concerns in a timely and high‑quality manner. Recognize, elevate and resolve emerging problems as they arise. Raise and triage tickets with applicable parties (internally or externally), monitor backlog and follow‑up as required in a timely manner. Review all open, in‑work, and pending incidents within ticket handling SLAs. Route problems and/or refer customers to supervisors, managers or application development team. Apply analytical and problem‑solving skills to validate the application through careful testing and systems configuration, while working in a team environment. Ensure ongoing systems configuration requirements are met, while supporting growth in the form of new and proposed projects. Provide analytics on the type of calls received, and as part of a broader team find solutions for resolution. Actively participate in team meetings. Ensure knowledge base and application service documents are kept up to date. Qualifications Fluently bilingual, both spoken and written in French and English required. 1–2 years of relevant work experience including part‑time, summer, and co‑op experience with Customer Service and/or QA an asset. Completion of post‑secondary a related field an asset. Working knowledge of Zendesk or any incident management system an asset. We are committed to an inclusive and barrier‑free workplace that reflects the diversity in each of our offices across Canada. Accommodations will be provided on request for candidates taking part in all aspects of our recruitment and selection process. We thank all candidates for their interest; however, only those selected for an interview will be contacted. #J-18808-Ljbffr
