Technical Support Analyst

About the role

As a Technical Support Analyst you will join our Customer Support team, a team at the heart of our 24/7 – 365 global follow-the-sun support model, helping customers across time zones keep their supply chains running. You’ll provide first- and second-level support across our product modules, analyzing and resolving technical issues within SLAs.

What you'll do

• Provide first- and second-level technical support by working product-related tickets and resolving them within Service Level Agreements
• Analyze and interpret data to identify issues and trends, and offer creative, practical solutions
• Monitor, progress and resolve incidents in ServiceNow, keeping customers satisfied through proactive updates, frequent contact and escalation where necessary
• Communicate directly with customers, many of them healthcare organizations in Canada
• Learn and pick up tickets across all four functional modules of the product, rather than specializing in just one

What you need

• 2–5 yrs of experience
• ServiceNow
• Any graduate

Good to have

• WMS
• Linux
• Windows
• ERP
• Accounts receivable
• SQL