Technical Support Analyst

Job Description

We provide best in class technical support to our customers, focused on solving critical product issues as well as performing a wide range of operational activities. Customer Satisfaction is our number one goal, and we are committed to ensuring Maestro is running smoothly to meet our customer s needs. As a member of our Customer Support team, our Technical Support Analysts provide responsive technical support to our customers and perform a range of activities to resolve product or service issues. You won t shy away from digging in on technical problems and find satisfaction in solving issues and root cause identification. What you will do Working with consultants, hosting partner representatives, and customer IT Specialists to provision, set up, test, and deploy customer environment Monitoring hardware/software components of our on-demand service. Resolving problems in a timely manner while ensuring customers are kept informed of progress. Ensuring that all aspects of our customers Service Level Agreements and Support Agreements are fully met. Performing daily application administration functions for our on-demand hosted customers and on premise remote-administration customers. Responding to customers queries by determining the nature and likely causes of customer problems, recommending corrective action or guiding the customer through the necessary steps to a resolution. Following up with customers to ensure problems were resolved and/or recommending further action to ensure non-recurrence. Develop and present proactive system health reports Providing liaison and coordination activities with other departments to respond to or resolve urgent or complex customer/service problems and inquiries. Participate in on-call duties rotation, after hours environment maintenances Technologies we use Analytical Problem Solving Strong Research and Troubleshooting skills Solid written and verbal Communication skills Demonstrated Customer Service Orientation Adept in practical applications of Problem Escalation What we are looking for 3-5 years previous experience in a Technical Support role supporting external customers on a software solution, ideally for a SaaS based company A Post-secondary diploma or degree in a related discipline. Knowledge of relevant case tracking applications Solid working knowledge of the Windows environments, IIS, and experience with web-based applications. Experience with Manufacturing and Inventory management considered a valuable asset. Working knowledge of relational database and query writing considered a valuable asset. Experience with monitoring and responding to issues with transactional data flows considered a valuable asset. Willingness to work pager support coverage rotated across the team. . Kinaxis Maestro certification in the role of Contributor, Author, or Admin considered an asset