Customer Support Analyst Job in Toronto M2J 4V6, Ontario Canada
Apps on Tap Inc. is a cloud computing service provider who is transforming how small business uses IT by providing them with highly available access to their applications and data. We have an immediate opportunity for a Customer Support Analyst on our team in Toronto, Ontario. This role requires you to wear many different hats covering application support, project management and software testing. The ideal candidate will have a friendly outgoing demeanor while being meticulously organized and driven to solve problems. ESSENTIAL DUTIES / RESPONSIBILITIES: In general, this individual will have the knack for just getting things done, helping us deliver a fantastic customer experience. Service Desk Acting as the primary support contact, providing Tier 1 and Tier 2 application support to our clients Provide clients with regular and timely incident updates Communicate incident and problems/solutions to customers, team members and management Ensure all solutions/fixes are documented and kept up-to-date in our service management system Maintain customer specific and standard documentation for applications Assist in planning, testing and deploying new infrastructure Assist in planning, testing and deploying new applications Other On Call availability Available to assist his/her team members for major issues, outside of normal working hoursESSENTIAL EDUCATION / EXPERIENCE: Post Secondary Diploma, preferably in Computer Systems Technology, or equivalent combination of education and experience. Three or more years of related experience working in a telephone help desk support role. Good working knowledge of computer software, hardware and networks.ESSENTIAL SKILLS AND COMPETENCIES:Combined with the above listed requirements, as well as a demonstrated ability through work and work related tasks, the preferred individual will also exhibit the following competencies and soft skills: Support experience with Exchange 2003/2007 and Outlook client and smartphone integration Application support experience with Microsoft Office 2003/2007/2010 suite of applications Ability to identify sources of information; collect, consolidate, verify and share information effectively and willingly Exceptional customer service orientation Considerable skill in communicating with and serving customers in a positive and professional manner Ability to work well with others in a collaborative and directed environmentBENEFITS:After twenty years in business, Apps on Tap Inc. offers competitive compensation plans and long-term career opportunities. We have exciting benefits available through our Health Spending Accounts (eHSA) and optional supplementary insurance programs to contribute to our employees good health, financial security and peace of mind.
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