Technical Analyst - EZRA

Ezra; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Analyst to join their dynamic team. In this role, you will provide essential support for web-based and mobile applications, ensuring smooth operations for clients across various regions. Your expertise in troubleshooting and customer service will be crucial as you manage incoming problem tickets and collaborate with development teams to enhance application performance. This innovative firm values coaching and personal development, offering a supportive environment where you can thrive. If you are passionate about technology and enjoy solving problems, this opportunity is perfect for you.

Qualifications

• 2+ years of experience in application support or equivalent role.
• Hands-on knowledge of SQL and troubleshooting methodologies.

Responsibilities

• Provide Tier 2 technical support to customers and coaches.
• Manage ticketed queries and document problem-solving processes.

Skills

Troubleshooting Principles

SQL

Customer Service

Analytical Skills

Communication Skills

Education

Bachelor's Degree in IT-related Field

Tools

SQL Server

Cloud-based Systems

Job description

Job Role: Technical Analyst

Location: Pacific Coast, Canada - Virtual ** West Coast Applicants Only**

Who we are:

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves, their goals, weaknesses, and hang-ups. Once they know all that, they can build on the good stuff and work on the rest.

This mindset applies not only to our clients but is manifested in our own EZRA family. We believe we are changing people’s lives. A happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other incredible rewards.

EZRA is the fastest growing global coaching company, supporting some of the world’s leading companies. If all of this resonates, EZRA just might be the place for you.

The Role

To aid our rapidly expanding growth and support our growing team, we are looking for an enthusiastic and highly organized Technical Support Analyst. This individual will work in a dynamic agile environment, troubleshooting and supporting web-based and mobile apps.

The Team

You will be part of the Product Technology Support Team, reporting to the Technical Support Manager.

What You’ll Do

1. Support customers and coaches primarily in EMEA but also work with end users in APAC and the Americas.
2. Field incoming problem tickets as a Tier 2 resource, providing technical support to teams within the organization and to external clients when required.
3. Manage the ticketed query system and ensure requests, issues, and resolutions are kept up to date.
4. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
5. Analyze issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes.
6. Communicate application problems and issues to key stakeholders, including management and development team members.
7. Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved.
8. Work cooperatively with development, release, and quality assurance personnel in the design, testing, and delivery of custom developed applications.
9. Test the delivered functionality in real-world scenarios and collaborate with external and internal development teams to address issues found during UAT, and validate that corrective actions taken by development resolve those issues.
10. Manage the client onboarding set-up, from close to launch date.

About You

1. A bachelor’s degree in an IT-related field or equivalent amount of experience and/or training.
2. A minimum of 2 years of experience in an application support or equivalent type of role.
3. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
4. Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple SQL queries.
5. Experience providing application support services to defined SLAs.
6. Strong customer-focus, as well as the desire and ability to work directly with customers.
7. Basic knowledge of system security.
8. Highly self-motivated, self-directed, professional, and reliable.
9. Able to absorb new ideas and concepts quickly.
10. Ability to approach support issues analytically, as well as understand and solve problems efficiently.
11. Ability to effectively prioritize and execute tasks in a high-pressure environment.
12. Ability to present ideas in business-friendly and user-friendly language.
13. Very strong customer service orientation.
14. Excellent written, oral, interpersonal, and presentational skills.
15. Experience working in a team-oriented, collaborative environment.
16. Experience working with cloud-based systems.
17. English fluent, any additional language is an asset.

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.