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Technical Support Analyst

National Research Council of Canada

National Research Council of Canada

IT, Customer Service
Posted on Saturday, July 6, 2024

Do you enjoy connecting with new people and helping them get their questions answered? Do you want a role where you see the direct impact of your work each day?

The user base of Notify, Forms and Design System is growing rapidly year over year, and we’re hiring Technical Support Analysts to support these clients. You will be joining a well-organized team that consistently receives high praise from users. Your work will help Platform maintain the highest level of client support, and your input, as the voice of the client, will help shape future documentation and product development. The positions require strong communication, customer service, problem-solving, technical and organizational skills. The role is distributed and reports to the Platform Support Team Lead. It is indeterminate, classified as an IT-02, and the language profile is bilingual imperative (BBB).

What you will do:

  • Analyze and troubleshoot support tickets and problems for our clients across our various platform products:
    • Take ownership of responding to inquiries, issues, and escalations.
    • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues.
    • Work cross-functionally to resolve issues and provide customer care.
    • Provide hands-on technical support to clients via our email ticketing system and occasionally via Teams.
  • Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
  • Document persistent issues, generate reports, and leverage reports and your insights to advocate for product and documentation improvements.
  • Meet with Product and CX/Growth Development teams regularly to provide feedback on production support-related issues and improvements.
  • Help maintain and improve technical documentation associated with supported client environments.
  • Help maintain and improve product integrations between products, such as the ticketing tool and a CRM.
  • Provide on-call support for rotations and escalations once or twice a quarter.

What we are looking for:

Being client-oriented

  • Ability to work in a customer-facing role and preferably has experience working directly with clients and handling queries. Being client-oriented to provide the best outcomes to our clients.
  • Strong written and verbal communication skills including the ability to listen, show empathy.
  • Facility working in highly variable, multi-stakeholder environments.
  • Ability to promote inclusive delivery and upholding impact, openness, integrity and fairness.

Analytical thinking

  • Ability to work with technical materials and concepts, interpret and act upon it and guide others through it.
  • Analytical thinking and ability to research, with the support of product teams, solutions to technical issues.
  • Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.

Technical Knowledge

  • Knowledge of APIs, web services, cloud and Javascript to create and support integrations between products.
  • Ability to collaborate with internal and external technical and non-technical stakeholders.