Support Analyst

Support Analyst

System Innovators - Remote

System Innovators is seeking an experienced Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will triage, investigate, manage, track and close client support issues, specifically related to the functions of the application(s) and services provided by the Client Services team.

They will also be responsible for contributing to a knowledge base and supporting user webinars among other training/services (Remote and Onsite with clients). You must have the ability to multi-task and see issues through to resolution. You will serve as a primary support liaison between System Innovators and our customer base.

In this role, you will work closely with the Manager of Support Services and be supported by a great team, in providing exceptional customer service and development support. There is limited travel potential in this role; less than 10%.

What you will be doing

• Operate as a frontline primary support liaison between System Innovators and our clients to effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets

• Assess a variety of situations, reviewing software configuration, set-up, and software code to identify the correct resolution or escalate according to departmental guidelines

• Report detailed information within the ticket tracking system that includes capturing the reported problem, troubleshooting steps, replication steps, and resolution procedures.

• Assist with the documentation of new processes and procedures and help to define improvements to current support processes

• Frequently review the ticketing system and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved

• Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer-to-peer interaction

• Maximize and maintain current knowledge and awareness of applications and related technologies

• Identify areas to improve processes to make the customer experience better tomorrow than it was today

• Provide training and demonstration of products provided by System Innovators to our client base (Remote and/or Onsite)

• Provide weekend on-call support within a rotation of all team members (on-call compensation provided)

• As scheduled, provide dedicated client support assistance outside of standard operating hours

• Other duties as assigned by management

What is the opportunity

• Subject matter expertise in all support matters regarding multiple web products which integrate with our flagship product iNovah

• Support, troubleshooting, and maintenance of web applications, windows applications, SOAP APIs, and other integrations used by iNovah clients

• Support, troubleshooting, and maintenance of our hosted environments

• Primary support liaison services between System Innovators and our customers

What we are looking for

• Minimum 3 years proven experience working within a software support environment

• Customer-focused individuals who are comfortable with providing phone support to clients to resolve critical production issues

• High level of expertise supporting websites in different network topologies

• Expert understanding of Microsoft Internet Information Services (IIS)

• Expert understanding of network protocols and services like DNS, TCP/IP routing, web domains

• Solid grasp of server and Windows domain administration

• Solid grasp of online and over the counter payment technologies, protocols, and guidelines

• Ability to present Support webinars, both internally to staff and to customers via the Web

• Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution

• Ability to interpret requirements, and recommend solutions that best address clients' needs

• Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively

• College Diploma in Computer Science or equivalent industry experience is preferred

What would make you stand out

• Demonstrate outstanding customer service and teamwork

• Experience with Windows Server Administration

• Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking

• Experience with multiple remote access tools & techniques such as WebEx, remote desktop, VPN

• Excellent oral and written communication

• E-Commerce, Payment Processors, EMV

• HTML, ASP.NET, JavaScript

• Powershell scripting

• Batch File scripting

• Experience in IT Support of the Public Sector Industries

• Experience with TeamSupport and Confluence applications

What we offer

• Opportunities to advance your career

• Comprehensive Medical, Dental, and Vision

• 3 weeks' vacation and 5 personal days

• Employee stock ownership and RRSP matching programs

• Lifestyle rewards

• Community involvement in social responsibility

• Flexible work options

About us:

Our sole focus is providing enterprise payment and revenue management solutions to governments like yours. With over 120 public sector customers, System Innovators (SI) is the leading provider of Enterprise Revenue Management (ERM), centralized cashiering and payment solutions for governments and utilities.

40-Year Industry Veterans

We're celebrating 40 years of service with one focus - providing government cashiering and Enterprise Revenue Management solutions. Our team is trusted by governments across North America to provide full end-to-end management of your revenue - from customer to bank.