Client-Facing Support Analyst

tmx; Toronto; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

TMX seeks a Support Analyst to join its Application Support team in Toronto. You will provide frontline, client-facing support for production environments, ensuring timely resolution and follow-up on issues that arise for capital markets applications.

You will rotate through shifts (including early mornings, evenings and holidays) and work with Technical Consultants and Product teams to resolve incidents, document steps, and improve support processes. The role offers hybrid work in Toronto.

Qualifications

• Proven experience delivering high quality customer support in a fast paced, client facing environment.
• Strong problem solving skills and ability to resolve technical issues quickly.
• Excellent time management and multitasking abilities under pressure.
• Clear and professional communication with clients and teams.

Responsibilities

• Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays.
• Be the first point of contact for clients via phone and ticketing systems for service requests and troubleshooting.
• Investigate and resolve technical issues with clear communication to clients.
• Process client requests for changes to system configurations and permissions.
• Maintain accurate records of client interactions and resolutions.
• Collaborate with Technical Consultants and Product teams to elevate complex issues.
• Provide guidance on product functionality and best practices.
• Contribute to continuous improvement of support processes and documentation.

Skills

Customer support

Problem solving

Time management

Attention to detail

Communication

Decision making

Education

Degree or equivalent

Tools

ServiceNow

Monitoring tools

SQL Server

APIs

Job description

TMX seeks a Support Analyst to join its Application Support team in Toronto. You will provide frontline, client-facing support for production environments, ensuring timely resolution and follow-up on issues that arise for capital markets applications.

You will rotate through shifts (including early mornings, evenings and holidays) and work with Technical Consultants and Product teams to resolve incidents, document steps, and improve support processes. The role offers hybrid work in Toronto.