Application Support Specialist Jobs

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. We’re all about helping pets. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:

Do you want to build a fast-paced and exciting career in IT? As part of the Application Support team, our Support Specialist will drive productivity, efficiency, and reliability in a rapidly-growing, agile organization. You'll interact with both people and technology to support Trupanion's Revenue IT systems. As a hard-working multitasker, you will be responsible for the support of highly available, scalable software products and services. Join us if you would like to help loving, responsible pet owners care for their pets!

This position is an entirely remote role open to candidates anywhere in Canada. Candidates who prefer an in-office option may choose to work a hybrid schedule out of our North Vancouver office.

Key Responsibilities Include

• Collaborate with product owners to address impactful issues in future releases
• Support critically important internal and partner-facing applications by investigating user-reported issues, documenting clear steps to reproduce issues, and providing clear, concise case/ticket history
• Use superb communication skills to convey technical subject matter to a wide audience in an engaging and coherent manner.
• Provide exemplary customer service using audience-appropriate information through various methods, including live chat (where applicable)
• Build and maintain a knowledge base with a goal of making users more efficient and self-sufficient over time

Qualifications

Experience:

• 2-3+ years of experience in technical support or equivalent skills and knowledge
• Proficiency in basic Microsoft SQL usage, Postman, MS Office Tools, Sharepoint, cross-browser usage, Azure DevOps is preferred but not required
• Experience in the use of ticketing systems for support purposes, such as Microsoft Dynamics, Freshworks products, or Jira

Skills, Knowledge & Abilities

• Self-motivated, driven, passionate, and confident person who works independently with minimal direction
• Passionate about solving problems while collaborating closely across teams in a fast-paced environment
• Inquisitive nature, desire to increase knowledge base, and willingness to research and find solutions to complex issues
• Superb communication, listening, and social skills
• Technical support experience to triage problems, prioritize accordingly, and propose a resolution for both customer reported issues as well as internally surfaced items
• Strong organizational and project management skills with experience maintaining multiple projects with contending priorities in a calm and efficient manner
• Individual committed to improvement, who can think strategically, adapt quickly, and rapidly earn credibility and trust within all levels of the organization, including third-party vendor/partners and customers

Compensation

Additional Information

• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
• The salary for this position is $88,350 CAD on a full-time schedule
• Along with the base salary, Trupanion employees may be eligible for monthly bonuses.

Benefits And Perks

• Employer-paid medical insurance for one pet (cat or dog)
• Employer-paid extended health coverage for you and your family
• Trupanion will partner with Wealthsimple to register your RRSP, pension, etc.
• Five weeks, paid, sabbatical after five years of employment
• Paid time off to volunteer at nonprofit organizations
• Open, casual, pet-friendly, and fun work environment
• Four weeks of paid time off

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.