Production Support (Level 1), Specialist

Equisoft; Montreal; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Production Support Level 1 Specialist to join their dynamic team. In this role, you will be the primary liaison for client-facing application support, ensuring effective incident resolution and problem-solving for various financial and insurance clients. You'll collaborate with a dedicated team to enhance operational efficiency, conduct root cause analyses, and develop solutions for ongoing challenges. This position offers flexibility with hybrid or remote work options and is perfect for those who thrive in a fast-paced environment and are passionate about customer service. Join a company that values growth and offers comprehensive benefits from day one!

Benefits

Medical Benefits

Dental Benefits

Retirement Plan

Telemedicine Program

Employee Assistance Program

Qualifications

• 1-2 years of experience in a Production Support or helpdesk role.
• Strong analytical skills and a client-focused approach are essential.

Responsibilities

• Provide client-facing application support and incident resolution.
• Coordinate with teams to analyze root causes and resolve issues.

Skills

Analytical Skills

Problem-Solving Skills

Client-Focused Approach

Communication Skills

Organizational Skills

Multi-tasking

Education

Bachelor’s degree in Computer Science

Equivalent degree in Information Systems

Tools

SQL Server

Oracle Database

JIRA

Confluence

Zendesk

MS Teams

Slack

Job description

Production Support Level 1 Specialist

What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts.

Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:

• Hiring Location: Canada
  
• You are welcome to work in our office, hybrid or remote
  
• Full-time Permanent Role
  
• Benefits available day 1: medical, dental, retirement plan, telemedicine program, employee assistance program, etc.
• Number of hours per week: 40
  

Role: The Production Support Level 1 Specialist reports to the Manager, Production support and works closely with a team of 15 Production Support Specialist between Level 1 and Level 2. The incumbent is responsible for all client facing application production support and incident resolution. The incumbent will provide incident support, perform escalation and drive problem resolution for all of Equisoft's Clients. He or she will support root cause analysis and provide tactical and strategic solutions.

Your Day with Equisoft:

• Work with customer (insurance and financial companies) requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as primary liaison between the support team and the customer in daily operations.
  
• Solve client problems through effective listening skills, positive action, information gathering and/or ticket escalation.
  
• Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
  
• Exercise a good understanding of business processes and application usage to meet operational goals and perform client training.
  
• Work with Release Coordinators for the release management activities.
  
• Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
  
• Understand Key Performance Indicators (KPI), Service Level Agreement Metrics (SLA) and report outcomes to management.
  
• Occasionally perform Quality Assurance tasks for testing of new software versions.
  
• Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.
  
• Monitor and provide support to workflows and provide expert knowledge on all workflow designs.
  
• Monitor all alerts following set procedures and escalate where appropriate.
  
• Analyze past incidents, create, develop and execute steps to avoid repetition. Eliminate occurrence in future.
  
• Analyze logs to proactively identify potential issues and create mitigation plans.
  
• Develop and maintain both internal and external (Client facing) technical / user documentation.
  
• Important Note: The incumbent needs to be available between 12pm to 9pm EST or 9am to 6pm PST. He or she will also work every other weekend (rotation).

Requirements:

• Bachelor’s degree in computer science, Information Systems or equivalent
  
• 1-2 years of experience in a Production Support, helpdesk or client facing role
• Strong analytical, multi-tasking and problem-solving skills.
  
• A client-focused, service-minded approach and a strong sense of urgency.
  
• Ability to communicate, write and synthesize information.
  
• Strong organization and prioritizing skills.
  
• SQL scripting & Databases experience in Microsoft SQL Server or Oracle Database is required.
  
• Comfortable working in a variety of Operating Systems / Browser environments such as Windows/Linux and Chrome/Edge and Firefox.
  
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline
  
• Excellent knowledge of French & English (spoken and written)
  

Nice to Haves:

• Knowledge of the insurance industry
  
• Experience in development back-end language like Java, .Net, PHP, etc.
  
• Experience or knowledge in OIPA (Oracle Insurance Policy Administrator)
  
• Experience in any Cloud Architecture environment (Microsoft Azure, AWS, Oracle Cloud)
  
• Understanding or experience working with XML/JSON structures
  
• Familiarity with any of our internal tools such as JIRA, Confluence, PagerDuty, Zendesk, MS Teams & Slack
  

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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