Client Support Analyst - Hybrid, Fast-Paced Role

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

Job summary

Trayport in Toronto is seeking a Support Analyst to join the Application Support team. You will act as a frontline, client-facing resource providing timely resolution and guidance for production issues, with opportunities to grow within the team.

The role requires rotating shifts and strong communication, problem-solving, and organizational skills. You will collaborate with Technical Consultants and Product teams to ensure client satisfaction and maintain high service quality.

Qualifications

• Proven experience delivering high quality customer support in a fast paced, client facing environment.
• Strong problem solving skills, ability to prioritise and resolve technical issues.
• Excellent time management and multitasking abilities.
• Ability to absorb information quickly, think critically, and make decisions under pressure.
• Clear and professional communication skills, both written and verbal.
• A degree or equivalent practical experience.

Responsibilities

• Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients.
• Be the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues within our products and services.
• Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process.
• Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented.
• Maintain accurate records of client interactions, requests and resolutions using our internal support tools.
• Collaborate with internal teams, including Technical Consultants and Product teams to escalated complex issues when necessary.
• Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features.
• Contribute to the continuous improvement of our support processes and documentation.

Skills

Customer support

Problem solving

Time management

Communication

Attention to detail

Teamwork

Education

Bachelor's degree or equivalent experience

Tools

SQL Server

APIs

Monitoring tools

ServiceNow

Networking basics

Job description

Trayport in Toronto is seeking a Support Analyst to join the Application Support team. You will act as a frontline, client-facing resource providing timely resolution and guidance for production issues, with opportunities to grow within the team.

The role requires rotating shifts and strong communication, problem-solving, and organizational skills. You will collaborate with Technical Consultants and Product teams to ensure client satisfaction and maintain high service quality.