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Application Support Analyst

Incognito Software Systems Inc

This is a Contract position in Ajax, ON posted November 24, 2022.

Job Summary: Our Technical Application Support Analyst
– OPS will provide technical telephone applications support to our customers.

This will involve answering complex questions on function and usage of our products, troubleshooting and resolving issues with the software and making the necessary configuration changes to ensure products continue to meet our customers’ needs.

You will investigate, manage, track and close customer support cases related to the software function, performance and reliability.

Candidates will serve as a primary support liaison to our customers.

The role will require some after-hours customer support coverage, occasional travel to customer sites and the ability to work with several internal teams, in partnership, working towards ultimate resolution of issues.

This is a technical position.

The successful candidate will have two to four years of technical customer application support experience, SQL knowledge and a Bachelor’s degree in computer science or equivalent.

The candidate should have excellent customer service skills including a patient courteous manner, a clear voice and excellent command of the English language Job Description: Our Technical Application Support Analyst
– OPS will provide technical telephone applications support to our customers.

This will involve answering complex questions on function and usage of our products, troubleshooting and resolving issues with the software and making the necessary configuration changes to ensure products continue to meet our customers’ needs.

You will investigate, manage, track and close customer support cases related to the software function, performance and reliability.

Candidates will serve as a primary support liaison to our customers.

The role will require some after-hours customer support coverage, occasional travel to customer sites and the ability to work with several internal teams, in partnership, working towards ultimate resolution of issues.

RESPONSIBILITIES Direct one on one telephone, email and on-line support of our customers Creation of development “bug” reports, working with development to ensure items are completed and properly tested Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times Performing standard upgrades and patches (occasional after hours work may be required) Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate Prioritize, balance, multi task competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity Promote and maintain high quality, professional, service oriented company image with customers and internal staff After hours (on call) support The successful candidate will have two to four years of customer application support experience, SQL knowledge and a Bachelor’s degree in computer science or equivalent.

The candidate should have excellent customer service skills including a patient courteous manner, a clear voice and excellent command of the English language.

2 to 4 years of experience in a similar role 1 to 3 years of experience providing technical telephone support (min Tier 2) Experience provide technical telephone applications support to our customers.

Solid database knowledge and ability to write SQL statements (MS SQL 2012 and above and/or Oracle 10g or above) Solid software experience in a Windows environment (Windows Server 2008/2012) Some experience with XML/XSL, HTML, CSS and JavaScript is an asset Working knowledge of network infrastructure (DMZ, WAN/LAN, etc.) is desired.

Previous experience working in the transit industry is an asset Experience with the OPS product or operations management is an asset Worker Type: Regular Number of Openings Available: 1