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Technical Support Analyst

Monster
 
 
 
 

Job Summary

Company
CaseWare IDEA Inc
Location
Ottawa, ON K1K 3B8
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Education Level
College Diploma
Career Level
Experienced (Non-Manager)
Job Reference Code
TS004

Technical Support Analyst

About the Job

The Technical Support Analyst will participate in our drive to provide the highest quality to our global network of distributors and direct customers. Your objectives will be to contribute significantly to quality of service and customer satisfaction through your professionalism, knowledge, technical expertise and communication skill.

You will address technical issues submitted by CaseWare’s customers and distributors, via phone and portal, providing support related to organization’s products, services and solutions. You will consistently demonstrate the ability to manage a wide range of technical issues, while maintaining the highest level of customer satisfaction. You will interact with members of our Technical, Professional Services, and Sales Team, as part of your day to day function. You will participate in the complete documentation of CaseWare’s products and services and assist with the administration of our Support facing portals.  

The Technical Support Analyst also supports the operational needs of the Professional Services and Solutions Development departments. The Analyst will participate in the planning, scripting, testing, documentation, and implementation of various projects and custom solutions.

CaseWare provides a flexible and friendly work environment. Our Ottawa office is a bright, open and modern space located in the St Laurent Shopping Center that has direct access to the Queensway and Transitway. The shopping center offers many amenities, such as free parking, shopping, restaurants, and a fitness center.

CaseWare is a global software company providing solutions and services for data analysis, control monitoring and risks, spanning the whole enterprise. This wide range of capabilities empowers companies to detect and prevent fraudulent activity and revenue leakage. Our solutions are used by over 250,000 professionals in a multitude of industries located in 130 countries and available in 16 languages, and we are aggressively expanding into new product lines and markets.

 

Responsibilities:

  • Provide beginning to end resolution to all reported issues, for all CaseWare Analytics products and solutions
  • Provide methodical guidance to customers, distribution partners, and colleagues as required.
  • Manage a wide complexity range of requests and incidents.
  • Ensure an efficient and qualitative case handling by following the defined support processes and tools.
  • Interact with CaseWare Agile teams in reporting and documentation of Defects and Enhancement Requests
  • Perform ongoing testing of issues and resolutions, in support of the Agile Development Teams.
  • Working directly with our Professional Services team, participate in the delivery of CaseWare solutions and Projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks
  • Continually report suggestions on improvements of internal ISO certified processes, routines and tools.
  • Work and act according to Core values of organization 

 

Additional Skills:

  • Demonstrated skill and experience with VB and/or VB script, or similar.
  • Experience troubleshooting Client Server and Web Client applications
  • Understanding of database platforms, data analysis and retrieval.
  • Working knowledge of networking in corporate and smaller environments.
  • Excellent troubleshooting and issue resolutions skills
  • Experience with electronically licensed software.
  • Excellent communication skills – written and verbal
  • Ability to multi-task and work with little or no supervision
  • Ability to work under pressure
  • Fluency in French is desired, other Languages would be an asset.
  • Good time management and priority handling

 

  

Apply in confidence to ottawa.jobs@caseware.com

 

 We thank all applicants for their interest, however, only those under consideration will be contacted.

 

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