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Marsh: Senior Technical Support Analyst


This is a Full-time position in Montreal, QC posted July 11, 2021.

Marsh is seeking candidates for the following position based in Vancouver or remotely but able to service in Pacific Time Zone.What can you expect?Provides remote Level 2 Application and technical support to colleagues across multiple applications.

This Application Support analyst is a key support role and provides assistance to the GC Re-Insurance Broking Business.

The resource will report in to the L2 Application support manager and be a key member of the team responsible for ensuring; Incidents are resolved in an efficient manner within agreed SLA’sA high level of Customer Service is provided to end users with incidents and queriesEnsuring knowledge base and application service documents are kept up to dateAssisting with normal and additional business process requestsAssisting with software delivery and key feedback to management for providing sign off as part of the change processRouting open incident tickets to L3 development teams for resolution if L2 team cannot resolve.We will count on you to:Remotely performs troubleshooting Application support issues.Determines appropriate hardware and software based on corporate policy and end user requirements.Responds to incidents within SLA or within a timely manner with appropriate level of urgency.Effectively communicates and follows up with colleagues on all incidents and requests.Escalates incidents and questions to appropriate support groups.Ensures all service feedback and updates are provided in a timely manner to all stakeholders.Uses corporate incident management system to record and track all support work.Take ownership of end user incidents providing effective communication and resolutionPromptly investigate Priority 1 & 2 (P1 & P2) incidents ensuring regular communication is provided to IT management and end users where appropriateProvide technical applications support across a range of technologies including SQL Server, PowerShell and Power BIProvide effective investigation and root cause analysis for problem management process.Identify proactive alerting opportunities as an early warning mechanismLiaise with relevant Level 3 Vendor teams when required toprovide end user fix or temporary workaroundAssist with the development of support documentation and knowledge base to agreed standardsAssists with implementations to UAT and production environments as requiredFollow structured ITIL Incident, Change and Problem management processes.The candidate must be prepared to demonstrate flexibility of work hours by working outside of normal business hours as required by the business.What you need to have:Bachelor’s degree in Computer Science or related field.Three years of experience (at a minimum) in Application Support.Business Application knowledge (BI background)Experience in Level 2 Support.A good ability to efficiently resolve issuesAgility to adaptWillingness to support out of hours, occasionally.Excellent communication skills (verbal and written) in EnglishExcellent control of priorities managementStrong interpersonal skills enabling positive interactions with employees, management and clientsWhat makes you stand out:A profound sense of work organization and rigorous adherence to deadlinesA profound sense of team spiritAn ability to adapt to change and a willingness to question the status quo in order to improve the work environmentExcellent computer skills including proficiency in the Microsoft Office suite