Application Support Analyst

Vena Solutions; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading software development company is seeking an Application Support Analyst to enhance customer experience through effective troubleshooting and assistance. This role allows for flexible work options, including remote, and focuses on technical support using SQL and advanced Excel. Ideal candidates will possess excellent communication skills and a strong problem-solving mindset.

Qualifications

• 1+ year of technical support experience.
• Strong Excel skills (macros, VBA, pivots).
• Ability to adapt to changing customer needs.

Responsibilities

• Assist customers via email, chat, and phone.
• Monitor for patterns and provide feedback.
• Create knowledge base articles.

Skills

SQL

Problem-solving

Troubleshooting

Communication

Education

Background in Information Systems, IT, or equivalent

Tools

Microsoft Excel

Job description

Join to apply for the Application Support Analyst role at Vena Solutions.

This is a flexible position with options to work full-time in our Toronto office, hybrid, or entirely remotely within Canada.

Position Summary

We believe understanding and valuing our customers is key to success. As Vena’s Application Support Analyst, you will create a World Class customer experience by assisting customers with product questions, troubleshooting issues, providing guidance, engaging internal teams, and more.

We seek a dependable, agile, and self-starting individual eager to work in a fast-paced environment that fosters personal and professional growth.

What You Will Do

• Become an expert in Vena application, Microsoft Excel, and more.
• Prioritize and resolve high volumes of customer requests within SLAs, ensuring high satisfaction.
• Assist customers via email, chat, phone, and web sessions.
• Set clear expectations and provide timely updates.
• Collaborate with internal teams to resolve issues.
• Monitor for patterns and provide feedback on customer challenges.
• Create knowledge base articles and internal guides.
• Spend approximately 85% of time resolving customer issues, 5% in meetings, and 10% on ongoing training.

Qualifications

• 1+ year of technical support experience.
• Background in Information Systems, IT, or equivalent.
• Knowledge of SQL, SQL Server, cube technology, and advanced Excel skills (macros, VBA, pivots).
• Strong troubleshooting, problem-solving, and organizational skills.
• Ability to adapt to changing customer needs.
• Excellent written and verbal communication.
• Comfortable with shift work.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development

Note: Salaries are role, level, and location-dependent. Your individual pay may vary based on skills, experience, and education. Details will be provided during the hiring process.