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Mid LevelFull-time
Salary Range
$46,963 - $63,537 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Analyst to join our team at Achievers. This role involves providing technical assistance and support to customers, ensuring timely resolution of technical issues related to our products and services. You will leverage your technical expertise, problem-solving skills, and customer service orientation to diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support to meet customer needs.
Key Responsibilities
- →Deliver unforgettable customer service by finding innovative solutions to meet member needs
- →Assist with technical workload including queue, JIRAs, and projects as required
- →Assist internal teams with troubleshooting as needed
- →Act with a sense of urgency to ensure client issues are resolved as quickly as possible
- →Communicate effectively with internal and external stakeholders, follow up and deliver on action items
- →Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
- →Manage software migrations, integrations, and upgrades (HRIS, SSO)
- →Liaise with CSMs and resources on the client side to work through issues, structural program changes, data changes, upgrades, and migrations
- →Ensure best practices are followed and create processes as necessary
- →Meet or exceed service level agreements (SLA targets) and other measures of success
Requirements
- ✓2-3 years of customer/support work experience, experience in Client Support an asset
- ✓Completed a bachelor degree
- ✓CRM (Salesforce) experience is required
- ✓Strong technical background, communication, problem-solving, and interpersonal skills
- ✓Basic PHP, HTML & CSS, and SQL skills an asset
- ✓Ability to understand technical aspects of software functions
- ✓Experience working in a team-oriented environment
- ✓Ability to work extended hours
- ✓Experience in addressing support tickets/requests in a queue environment (JIRA)
- ✓Experience in a metrics-driven environment is preferred
- ✓Independent self-starter with a sense of urgency, proven results-oriented
- ✓Flexible/adaptable and have a knack for thinking on your feet
Benefits
- ★Rewards for your impact through our Recognition and Rewards program
- ★Health Benefits and Life Insurance Coverage beginning on your first day
- ★Parental Leave Top-up
- ★Employer matched RRSP contributions
- ★Flexible Vacation to recharge, so you can bring your best
- ★Employee and Family Assistance Program offering mental health, legal, and financial counseling
- ★Supported professional development and career growth (LinkedIn Learning, mentorship)
- ★Employee-Led Employee Resource Groups that celebrate our diversity
- ★Regular events designed to build connection, belonging, and well-being
- ★Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
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