Technical Support Analyst

  • Company:
    Seequent
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    2 days ago
  • Category:
    IT

The Role

Tosupport the rapid growth of our business, we are seeking a Technical SupportAnalyst to provide hands-on technical support for our users around the globe.You will act as the first point of contact for our users, ensuring theycontinue to receive a world class level of service and support. In this variedrole you will assist with a diverse range of challenges, ranging fromconnectivity problems through to geoscience solution specific issues. This is afull time and permanent role based in our Toronto office.

In this role, you will have the opportunity to:

  • Contribute to the delivery of a world class service support facility which provides timely, effective, and professional education and support to all our users
  • Effectively analyse and triage tickets to help prioritise issues as they come in and ensure they are routed to the correct escalated resource as required
  • Effectively capture customer interactions in our Customer Relation Management System (CRM).
  • Assist in the creation of Self- Help content such as quick start guides, learning paths, and On-Demand Training materials
  • Seek opportunities to improve processes and, where appropriate, design solutions and champion their adoption
  • Collaborate with the escalated technical staff, sales, and development teams to establish suitable service levels for Seequent’s internal staff and customers
  • In order to be successful in this role, you should have:

  • A post-secondary degree in Computer Science or a Geo-related science equivalent
  • One to two years’ experience in a customer focused IT or Application Support role
  • Highly developed customer service skills
  • Excellent oral and written communication skills
  • Proven analytical, trouble-shooting, and problem-solving skills with a focus on quickly identifying and resolving customer issues
  • Keen organisational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints
  • A high level of initiative with the ability to work with minimal supervision
  • Ability to establish effective working relationships and collaborative work approaches with internal and external contacts
  • Why you will enjoy working with us..

    You will be joininga highly skilled, highly productive team of technical experts who arepassionate about what we do. We are a friendly, intelligent, and supportivebunch and are looking forward to you bringing your expertise to the team. Ourwider team is geographically diverse and from multi-disciplines, so even thoughyou will be Toronto based you will have opportunity to work withcolleagues from across the globe.

    If you join theSeequent family you will enjoy a fast paced and dynamic environment, exciting challenges,and a variety of tasks. You will have access to ongoing professionaldevelopment opportunities, and we offer market competitive salaries. So, if youwant to help us continue our growth and success while having the opportunity toexercise your passion and expertise, then we would love to hear from you.

    Inclusion + Diversity 

    In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience.
    If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs. Please provide details in your cover letter of any accommodations needed.