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Technical Support Analyst (HOS...


Job Summary

Saint-Laurent, QC H4S 1K5
Computer Software
Computer/IT Services
Job Type
Full Time
Years of Experience
2+ to 5 Years
Education Level
Bachelor's Degree
Career Level
Experienced (Non-Manager)
Job Reference Code

Technical Support Analyst (HOST Systems)

About the Job

Role Summary/Purpose: 

As a member of the Technical Support team you will provide high quality functional and technical support services to Aptos retail clients across multiple product groups.

Essential Responsibilities: 

  • Solve technical issues for customers by troubleshooting and investigating problems, prioritizing and escalating issue reports, managing and optimizing issue workflow, and proactively identifying support needs.
  • Provide level 2 technical support for the various Aptos Retail solutions including coaching, defect management, and testing.
  • Report detailed information within the client care call tracking system
  • Collaborate with global team members, as well as with Product Management, Product Development, SaaS, and other cross-functional peers on specific user-impacting issues and bugs.
  • Install, upgrade, configure, document, and test Aptos retail applications.
  • Maintain client satisfaction by ensuring that response, updates and call resolution times occurs within the defined service level guidelines and team goals & objectives
  • Consistently meet or exceed team and individual objectives related to client satisfaction, quality, and productivity


  • A university degree, Engineering, Computer Science or Business focus, or a Technical College certificate with relevant experience.
  • Programming experience (C#, Visual Basic, .NET, SQL)
  • Minimum of 2 years of relevant work experience in a client facing / end user environment
  • Very strong communication and interpersonal skills.
  • Highly motivated and a strong desire for continuous learning and personal growth.
  • Ability to function well in a fast-paced team environment.
  • Proven strong technical and analytical skills.
  • Availability to work shifts & carry pager


  • Experience in the retail industry (specifically with Retail Head Office Software)
  • Knowledge of server, hardware and network technology

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