Customer Support Analyst- Global SaaS Technology firm!

Are you a technical and client help-desk support individual who thrives in a fast paced and ever changing environment? If so we’d love to hear from you as a key global SaaS client of ours is looking for a Customer Support Analyst for their Toronto Office!
If you’re passionate about people, are resilient, empathetic, and love problem solving, this role could be for you!
What we need you to do

  • Work with our clients to resolve their issues, troubleshooting and triaging as necessary
  • Work on our helpdesk alongside our technical support team
  • Be an expert in our product and support internal and external customers
  • Have an aptitude for working with software platforms
  • Deal with SLA’s as directed by the Service Delivery Manager
  • Support continuous improvement and RCA
  • Mentor and coach Customer Service Advisors
  • Help to identify better ways of working and best practices

 
Desired Skills and Experience
 

  • Proven experience troubleshooting digital and SaaS products on a service helpdesk
  • Very customer centric and focused on customer satisfaction
  • Strong communication and presentation skills
  • Strong analytical and problem solving skills
  • An understanding of the retail and/or hospitality technology space
  • Ability to adapt quickly to change and be flexible
  • Proven experience of planning, facilitating and leading workshops for Customer Service Excellence
  • Experience of providing competitive and market analysis, requirements gathering and user story creation
  • Minimum 3 years’ relevant experience in a similar role

 
If this sounds like you, please send your resume and a short cover letter outlining your qualifications in confidence to Sebastian Pavlovec: Sebastian@summitsearchgroup.com

Job ID

SP110218

City

Toronto, ON

Remuneration

Recruiter

Categories:    Information Technology   

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If your qualifications are a match for this position please apply online for immediate consideration. Thank you for your application.

Position Applying For:

Customer Support Analyst- Global SaaS Technology firm!

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