[Remote] Analyst Support

Note: The job is a remote job and is open to candidates in USA. Intelex Technologies ULC is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality programs. The Support Analyst is responsible for providing application technical support to customers, including troubleshooting, debugging, and ensuring issues are resolved within service level agreements.

Responsibilities

• Manages a fast-paced queue of support inquiries and requests
• Assesses support inquiries to identify whether issues are system or user related
• Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution
• Troubleshoots and debugs qualified system issues
• Investigates and analyzes the root cause of qualified system issues
• Categorizes, and documents qualified system issues for the Research and Development Department
• Ensures customer requests are acknowledged and resolved within service level agreement times
• Keeps customers up to date on cases pending confirmation when applicable
• Works closely with various departments to ensure solution resolution and excellent customer service
• Acquires, maintains and applies detailed knowledge of Intelex’s product and applications
• Identifies and documents opportunities for improvement based on customer suggestions
• Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process
• Maintains a consistent number of open / closed tickets and customer satisfaction scores

Skills

• Strong analytical and problem-solving abilities
• Clear and effective communication skills, both written and verbal
• Ability to explain technical concepts to non-technical audiences
• Organized, self-motivated, and customer-focused
• Familiarity with web-based application architecture
• Understanding of object-oriented design principles
• 1–3 years of experience in technical support, web applications, or quality assurance
• Degree or diploma in Computer Science, Information Systems, or equivalent experience
• Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL
• Experience with Microsoft Office, screen capture, and time tracking tools
• Familiarity with Environmental, Health, Safety, or Quality domains
• Bilingual (any language)
• MCSE certification

Benefits

• This position is also eligible for bonus as part of the total compensation package.

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