Product Support Analyst

TL;DR

Product Support Analyst: Performing analysis of application problems and determining the cause, solution, or recommending a workaround. Focus on technical investigation and troubleshooting to provide a world-class support experience for hirify.global Administrators.

Salary: $55,000—$65,000 CAD

Company

hirify.global is a cloud company modernizing education and building the Future of Work by providing the next generation learning environment and solutions.

What you will do

• Interact with users by chat, phone, email, or case tracking system to identify and document technical issues.
• Conduct research and implement solutions using user guides, manuals, and other documents.
• Replicate, diagnose, and resolve technical problems, employing troubleshooting techniques.
• Create, update, and resolve support cases within defined Service Level Objectives.
• Improve product/tool design and functionality through creation of Software Defect and Feature Enhancement reports.
• Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles.

Requirements

• Ability to learn and adapt to new tools and products quickly.
• Strong ability to write, interpret, and debug SQL queries on demand.
• Working knowledge of web applications, web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies.
• Strong customer service skills with excellent communication.
• Excellent time management and prioritization skills.
• Bachelor's degree in Computer Science or equivalent technical experience.

Nice to have

• Experience working in a Helpdesk environment.
• LMS experience – user, administration, and/or support.
• Experience with Salesforce or any other ticketing system.

Culture & Benefits

• Flexible work arrangements.
• Learning and Growth opportunities with Tuition reimbursement of up to $4,000 CAD.
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more).
• Retirement planning and Competitive Benefits Package.
• Wellness Reimbursement and Employee Recognition.
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.