Support Analyst

TMX Group; Toronto; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Generous time-off

Accommodations available

Cloud-first and hybrid workstyle

Job summary

TMX Group is seeking a Support Analyst to join the Application Support team in Toronto. This client-facing role provides frontline support, troubleshooting, and guidance to our customers in production environments.

You will work in a hybrid setup, collaborating with Technical Consultants and Product teams to resolve issues efficiently while maintaining high client satisfaction. Opportunity for growth within the team.

Qualifications

• Proven experience delivering high quality customer support in a fast paced, client facing environment.
• Strong problem solving and analytical skills.
• Excellent time management and multitasking abilities.
• Clear and professional communication with clients and colleagues.
• Degree or equivalent practical experience.

Responsibilities

• Provide frontline support to clients and act as first point of contact.
• Resolve technical issues and communicate progress to clients.
• Handle change requests to system configurations and permissions.
• Maintain accurate records of client interactions and resolutions.
• Collaborate with Technical Consultants and Product teams to address complex issues.
• Assist clients with product functionality and best practices.

Skills

Customer support

Troubleshooting

Communication

Time management

Team collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

SQL Server

APIs

Monitoring tools

TCP/IP networking

Ticketing systems

Job description

About the role

Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.

Ready to be part of the action? You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team.

Key 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 escape 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.

Ideal candidate profile

The Person Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure.

Strong problem solving skills, with the ability to think critically, analyse issues and identify effective solutions.

Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.

Detail oriented and process driven, ensuring accuracy and consistency in all tasks.

Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.

A team player who collaborates effectively with others, while also able to work independently when needed.

Required skills and experience

• Proven experience delivering high quality customer support in a fast paced, client facing environment.
• Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues.
• Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail.
• Ability to absorb information quickly, think critically, and make decisions under pressure.
• Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams.
• A degree or equivalent practical experience.
• Experience in a trading environment, particularly within commodities markets (Desirable).
• Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting.
• Familiarity with APIs and basic troubleshooting of API-related issues.
• Experience using monitoring tools to identify and report system issues.
• Experience working with service management platforms like ServiceNow or similar tools.

Work arrangements

This role is hybrid (2 - 3 days in the office) - based in Toronto, ON.

Salary and benefits

Salary Range: 50,000/year -65,000/year CAD

Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience.

• Generous time-off and leaves
• Accommodations for applicants and employees who require it
• Workstyle: cloud-first and hybrid workstyle

Company culture

• Excitement – Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets!
• Connection – With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work.
• Impact – More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy.
• Wellness – From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”.
• Growth – From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth.
• Les sociétés membres du Groupe TMX comprennent de grandes bourses mondiales comme la Bourse de Toronto et la Bourse de Montréal, ainsi qu’un bon nombre d’organisations innovantes qui améliorent les marchés financiers.
• Regroupés au sein d’une même équipe, nous nouons des liens interfonctionnels et enjambons les barrières sectorielles et géographiques, désireux de concrétiser des occasions, de contribuer au progrès et de participer à la croissance économique mondiale.
• Le fourmillement d’idées, la franche collaboration et le modèle d’exploitation agile nous permettent de propulser des systèmes nationaux essentiels, d’alimenter la formation de capital et l’innovation, ainsi que d’offrir une foule de possibilités aux entrepreneurs visionnaires, des produits innovants aux consommateurs et une riche carrière à notre personnel.
• Les principales activités du Groupe TMX comprennent la Bourse de Toronto, la Bourse de croissance TSX, la Bourse Alpha TSX, la Caisse canadienne de dépôt de valeurs, la Bourse de Montréal, la Corporation canadienne de compensation de produits dérivés, Trayport et VettaFi, qui offrent des marchés d'inscription, des marchés de négociation, des mécanismes de compensation, des services de dépôt, des solutions technologiques, des produits d'information et d'autres services à la communauté financière mondiale.
• Pour en savoir plus sur le Groupe TMX, visitez le www.tmx.com.
• Suivez le Groupe TMX sur le réseau social X : @TMXGroup.

Equality, diversity and inclusion

TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate.

We provide accommodations for applicants and employees who require it.

Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located.

Application deadline

None specified.