Job Details: Technical Support Analyst
| Job Title: | Technical Support Analyst |
| Company: | SWGi |
| Position Type: | Permanent |
| Pay Rate: | TBD |
| Date Posted: | Jul-23-08 |
POSITION TITLE: Technical Support Analyst
POSITION TYPE: Full-time
LOCATION: Toronto, ON
COMPENSATION: Flexible based on experience
SWGi (www.swgi.ca) is currently searching for a Technical Support Analyst to work with the customers of a Toronto based wealth management software development company.
Responsibilities include:
• Problem solving and troubleshooting, in a timely manner, in a non-scripted environment via phone, email and web to advise clients on methods of resolving a wide variety of issues
• Serve as primary support to Client Services
• Keep Clients Services informed of progression with issues and provide follow up as necessary
• Requires clarity, tact, discretion, and diplomacy, in order to communicate effectively with all levels of users, service providers and management
• Interprets, identifies, analyzes, diagnoses specific problem information received and uses judgment to decide upon the appropriate approach to handle the problem, severity level, technical support assignment and relevant diagnostic information
• Opens and assigns tickets for tracking, assigning priority and severity levels, escalates and follows up on unresolved problems while managing clients expectations
• Ensures Manager and team are kept informed of high priority issues and problems
• Assist in testing releases
• Performs miscellaneous job-related duties as assigned.
Skills:
• Knowledge and understanding of operating principles, practices, and procedures within area of business specialty.
• Ability to communicate effectively, both orally and in writing.
• Skill in the use of personal computers and related software applications.
• Ability to work productively and efficiently to meet deadlines and quotas
• Attention to detail
• Analytical skills
• Ability to work in a team environment
• Knowledge of customer service principles, techniques, systems, and standards.
Experience with following technologies:
• Java, JSF, EJB 3, Seam, Hibernate, XML, Ajax
• MS SQL Server, DB2, Oracle, Sybase
• JBoss, Tomcat, Websphere, BEA WebLogic
• Eclipse, IntelliJ IDEA, CVS, subversion
• Shell scripting experience an asset
• Experience in the Financial Services industry (Banking, Insurance, Securities) would be an asset.
Other Requirements
• Ability to work evenings or weekends as needed to implement projects and provide support
• This position will work from our Toronto office, but some travel to other sites may be required
• Comfortable working in a small-company environment with increased visibility and responsibility as well as flexibility in own role
Salary and Benefits
• Competitive Salary based on experience.
• Annual bonus opportunity
• A full benefits package (after completion of 3 month probation period)
| Location: [rss] | Canada-ON-Toronto |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Recruitment Manager |
| Contact Phone: | 416.306.5780 x2336 |
| Contact Email: | info@jobzen.ca |
| URL: | http://www.jobzen.ca/jobs |
Principals only. Recruiters, please do not contact this job poster.
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