Technical Support Analyst
Doxim
Markham, ON, CA
4d ago

Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.

JOB DEFINITION:

In this role, you will manage incoming support requests from various channels.  The Application Support Analyst will investigate and resolve all level 2 category cases submitted by the customer.  The successful candidate will be a strong team player with a positive attitude, excellent command of the English language (equivalent command of French an asset), ability to work efficiently in a fast paced and potentially stressful environment.

Role and Responsibilities:

  • Receive and respond to customer inquiries and support incidents via email and phone
  • Ensure all service levels are being met or exceeded
  • Detail oriented with a strong commitment to customer satisfaction
  • Strong documentation skills ensuring support cases can be referenced and maintain traceability
  • The ability to handle multiple priorities and escalate to the reporting manager as necessary
  • Escalate and manage unresolved support requests with Tier 3 support
  • Work closely with Tier 3 developers to analyze, understand, and communicate difficult issues
  • Provide consistent and reliable support to all team members within the Customer Support team
  • Act as a liaison between Customer Support and other departments to provide resolutions to customer inquiries and problems; escalate issues as needed; serve as escalation point for difficult customers
  • Ensure that all client communication is documented and tracked in the ticketing system
  • Efficiently initiate major incident processes as required for high-priority incidents
  • Be available after hours for High Priority concerns
  • Interact effectively with other departments to follow up on issues, enhancing the responsiveness to the customer, improving overall customer satisfaction
  • Assign product enhancement requests to Product Management
  • Manage client communications related to internal system problems and unplanned maintenance outages, as required
  • Participate in regular team meetings to identify trends and opportunities, suggesting improvements in process and product
  • Develop and maintain a solid understanding of company products and services
  • Build, analyze, and maintain SQL agent jobs to integrate different tasks as well as troubleshoot and resolve job issues.

Qualifications:

  • Completion of University or College in Computer Science or related field
  • 2+ years of experience in a software development or technical support role
  • Proficiency in Java, C#, or VB.NET
  • Understanding of relational data modeling and proficiency in MS SQL Server plus knowledge of BI Tools (SSIS, SSAS, Reporting Services).
  • Understanding of core programming concepts, theories, and patterns
  • Working knowledge of VPN or certificate-based connectivity concepts
  • Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
  • Proven ability to effectively de-escalate customer interactions, when needed
  • High degree of professionalism and integrity plus ability to establish customer trust
  • Experience with automated testing and tools
  • Excellent knowledge of quality theory, concepts, tools, and methodologies of QA
  • Understanding and experience in testing of client/​server, software and browser-based applications
  • Demonstrated knowledge of Software test/release process
  • Experience with defect management software and procedures
  • Experience using Salesforce, MS SharePoint and Jira is considered an asset
  • Experience working on web applications, XML web services and/or web servers is considered an asset
  • Ability to communicate clearly and accurately in English, both verbal and written

Doxim is an equal opportunity employer. We are committed to fostering an inclusive, equitable and accessible environment, where all employees feel valued, respected, and supported. Under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, we provide accommodations to applicants with disabilities throughout the recruitment and selection process. If you require a disability-related accommodation to participate, please call 1-866.475.9876, send a fax to 1-866-256-8868 or email hr@doxim.com.

Powered by JazzHR

Report this job
checkmark

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.

Apply
My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Continue
Application form