Support Analyst

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

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.

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.

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.

Essential

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.

Desirable

• Experience in a trading environment, particularly within commodities markets.
• 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.

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

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.

Trayport 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.