Information Technology Support Analyst

About:

Founded in 1998, thirdtream's platform provides leading identity verification and account opening for individuals and businesses, serving financial institutions from coast to coast.thirdstream's account opening ecosystem drives retail, commercial, and credit card onboarding. Our remote digital identity verification supports customizable online and in-branch consumer experiences.

Role:

In this fully remote role in any location in Canada, we are seeking a Support Analyst to join our amazing Operations team. This role will play a vital role in providing technical assistance to our customers, ensuring efficient and timely problem resolution. This role will provide new challenges to conquer, allowing your troubleshooting and creative problem-solving skills to truly shine.

Responsibilities:

• Communicate internally and externally in a clear and concise manner, ensuring all written communication is fully documented and clear.
• Seek opportunities to improve technical skills and gain a deeper understanding of the industry.
• Identify to senior managment, any issues that will require additional attention.
• Follow established guidelines to troubleshoot and resolve common technical issues. Escalate more complex problems to senior support analysts or relevant teams for assistance.
• Document support cases, including problem descriptions, solutions provided, and steps taken to resolve issues. Contribute to the organization's knowledge base by creating and updating articles.
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
• Continuously learn about products, technologies, and troubleshooting techniques.
• Provide front-line primary technical support to end users on various technical issues and problems relating to our platform, assisting customers with software, hardware and other technical issues.
• Assist in monitoring the quality of support interactions, ensuring adherence to company standards and guidelines.
• Understand and comply with security and support policies and procedures.
• Collaborate with cross-functional teams, including developers and engineers, to address complex technical problems. Provide coaching and mentoring to junior colleagues and work with senior support analysts to share knowledge with peers.
• Gather information from our customers to accurately diagnose technical issues in a timely manner with your excellent problem-solving skills.

Qualifications:

• Degree or Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
• Understanding of the setup and components of various mail servers such as Google Apps, Microsoft 365, MS Exchange, Notes would be an asset.
• Demonstrated technical problem-solving skills.
• Certifications in relevant technologies (e.g., ITIL, CompTIA, Microsoft, etc.) are a plus.
• A self-starter who can work independently as well as in a team environment with minimal supervision.
• Must be able to pass a police background check due to the nature of our industry.
• Excellent communication skills, with the ability to explain technical concepts to non-technical customers.
• Enthusiasm for learning and growing in a fast-paced technical support environment.
• 5 plus years working experience in a similar role.
• Ability to exercise good judgment and discretion with confidential information.
• Customer-focused attitude and willingness to go the extra mile to help customers.
• Understanding of hardware, software, and networking concepts.
• Ability to work well in a team and collaborate with colleagues.
• Strong interest in technology.
• Proficiency in using ticketing systems and customer relationship management (CRM) tools is a plus.

Working At thirdstream:

We offer a wide range of benefits and perks including a fitness allowance, work-from-home allowance, RRSP plan, full healthcare benefits plan. Our fully remote environment allows you to work from home and designated locations.

If you are a highly skilled and experienced Support Analyst, and are based in Canada, we encourage you to apply:[email protected].