Technical Support Analyst Jobs

Technical Support Analyst

The Support Analyst provides day-to-day telephone and e-mail-based technical support to our client's Consultants, Value Added Reseller Consultants and Direct Customers

Key Responsibilities

Customer Support and Call Logging

• Consultants, Value Added Reseller Consultants and Direct Customers.
• Provide day-to-day telephone- and e-mail-based technical support
• Contact customers within 24 hours of receiving a new case
• Prioritize calls according to severity and time-zone of customer
• Answer the Support telephone line and assist callers.
• Monitor Support Team email inbox and log support calls into Freshdesk
• Manage new support cases in your queue as follows
• Create support cases for received calls in Freshdesk
• Using Freshdesk, track all case correspondences (email, phone calls, etc.) to ensure a proper record of communication.

Issue Testing and Event Logging

• Demonstrate a positive team attitude by effectively working with and mentoring under other Support Team members
• Utilize multiple resources to assist in troubleshooting, such as:
• Communicate resolution information to customers using the Freshdesk case resolution field, and by following-up over email or phone to ensure the customer is satisfied
• Participate in additional internal projects as needed
• Demonstrate a commitment to continuous improvement and personal development
• Log Queries, Errors and Enhancement Requests through to SYSPRO Corporate Support
• Previous CRM case information o CRM Knowledge Base articles
• SYSPRO Training Guides, Reference Guides and other published materials
• Knowledge and experience of other Support Team members Follow-up, Escalation and Resolution
• Demonstrate clear, professional and courteous communication with customers and co-workers
• Test and attempt to duplicate reported issues

Skills, Knowledge and Expertise

• Bi-lingual (English and French)
• Intermediate-level SQL Server experience with a good understanding of SQL query syntax and database structure
• Basic-to intermediate-level understanding of VB Scripting
• Customer Service experience
• 2+ years Technical Support or external Help Desk Support
• Intermediate level understanding of Accounting practices (