Support Analyst

tmx; Toronto; On-site; 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

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.

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 elevate 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.

Skills and Experience

Essential

• 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.

The recruiting efforts for this role are intended to fill a vacant position.

In the market for...

Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success.

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