Technical Support Analyst

Company
Doxim is a leading provider of Customer Engagement Solutions for Financial Service Organizations. These solutions help financial institutions transform their client experience, communicate more effectively throughout the client lifecycle and improve cross-sell and upsell activities that drive increased wallet share. The SaaS-enabled platform addresses key digitization challenges, from automated client onboarding, through improved, personalized communications to anytime, anywhere content access, tailored to a clients’ channel preferences.

Located in Markham, Ontario location, we are a fast-growing technology company with operations across North America. We are expanding quickly, both with the acquisition and organic growth and seeking to expand with this role to help manage and monitor our growth.

Position Summary
In this role, you report to the Director of Customer Support and manage incoming support requests from various channels, create, triage and distribute tickets to the appropriate resources and maintain customer communications throughout the process. The role requires a positive attitude, superlative communication skills, excellent command of the English language (equivalent command of French an asset) and the ability to work efficiently in a fast paced and potentially stressful environment.

Skills

  • Receive and respond to customer inquiries and support incidents via email and phone
  • Oversee ticket volume and ensure there’s an even distribution among support team members
  • Monitor and evaluate the quality of problem resolution, customer interaction and behaviour of the team members.
  • Ensure all service levels are being meet or exceeded
  • Detail oriented with a strong commitment to customer satisfaction
  • Strong documentation skills ensuring support cases have can be referenced and maintain traceability
  • The ability to handle multiple priorities and escalate to the reporting manager as necessary
  • A strong team player with the ability to work with various teams including business analysts, developers, and QA
  • Escalate and manage unresolved support requests with Tier 3 support.
  • Work closely with Tier 3 developers to analyze, understand, and communicate difficult issues
  • Provide consistent and reliable support to all team members within the Customer Support team
  • Act as a liaison between Customer Support and other departments to provide resolutions to customer inquiries and problems; escalate issues as needed; serve as escalation point for difficult customers
  • Manage Customer Support team escalations and provide root case analysis to senior management
  • Help users resolve issues or engage appropriate support personnel to resolve issues
  • Ensure that all client communication is documented and tracked in the ticketing system
  • Ensure that all tickets are properly and efficiently assigned, escalated and tracked
  • Efficiently initiate major incident processes as required for high-priority incidents
  • Ensure company’s published support SLAs are met/exceeded
  • Be available after hours for High Priority concerns
  • Interact effectively with other departments to follow up on issues, enhancing the responsiveness to the customer, improving overall customer satisfaction
  • Assign product enhancement requests to Product Management and track in appropriate systems
  • Manage client communications related to internal system problems and unplanned maintenance outages, as required
  • Participate in regular team meetings to identify trends and opportunities, suggesting improvements in process and product
  • Develop and maintain a solid understanding of company products and services

Qualifications

  • Solid understanding of accounting and finance principles
  • Superior analytical skills
  • Strong written and oral communication skills
  • Strong business partnering and interpersonal skills
  • Organized, flexible and easily adaptable to changing conditions
  • Ability to work well in high pressure situations in order to meet deadlines
  • High degree of proficiency with Excel and PowerPoint
  • Strong project management skills
  • Ability to multi-task and manage numerous simultaneous priorities
  • High energy and commitment to driving results

Competencies Required

  • Completion of University or College in Computer Science or related field
  • 1+ years of experience in a software development or technical support role
  • Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
  • Proven ability to effectively de-escalate customer interactions, when needed
  • High degree of professionalism and integrity plus ability to establish customer trust
  • Experience with automated testing and tools
  • Excellent knowledge of quality theory, concepts, tools, and methodologies of QA
  • Understanding and experience in testing of client/server, software and browser-based applications
  • Demonstrate knowledge of Software test/release process
  • Experience with defect management software and procedures
  • Hands on experience with web based applications
  • Excellent understanding of Software Development Life Cycle (SDLC), Software Test Life Cycle (STLC) and Test Methodologies from project definition to post-deployment documentation cycles
  • Demonstrated success as self-directed learner
  • Understanding of core programming concepts, theories and patterns
  • Proficiency in HTML/XHTML, XML, CSS and one of Java, C#, .NET
  • Understanding of relational data modeling and experience with SQL and MS SQL Server
  • Understanding of core programming concepts, theories and patterns
  • Experience JavaScript is considered an asset
  • Experience working on web sites, XML web services and/or web servers is considered a valuable asset
  • Experience using Salesforce, MS Sharepoint is considered an asset
  • Ability to communicate clearly and accurately in English, both verbal and written

If this sounds like you, please send your application to: jobs@doxim.com

Please indicate job title in subject heading of email

Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.