Technical Analyst - EZRA

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

Job summary

A leading global coaching company is seeking a Technical Analyst to support their growing team. The role involves troubleshooting web-based and mobile applications, managing support tickets, and collaborating with development teams. Ideal candidates will have a strong IT background, experience in application support, and excellent communication skills.

Qualifications

• Minimum 2 years of experience in application support.
• Hands-on knowledge of SQL and ability to write simple queries.

Responsibilities

• Support customers and coaches primarily in EMEA.
• Field incoming problem tickets as a Tier 2 resource.
• Analyze issue resolution data and make recommendations.

Skills

Troubleshooting

Customer Focus

Analytical Thinking

Communication

Education

Bachelor’s degree in IT-related field

Tools

SQL

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, hang-ups, and 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. We believe 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 pretty 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 ticket system and ensure requests, issues, and resolutions are kept up to date.
4. Record, track, and document the problem-solving process, including all decisions made and actions taken, through to final resolution.
5. Analyze issue resolution data, make recommendations for support process improvement, and assist in implementing 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 delivered functionality in real-world scenarios and collaborate with external and internal development teams to address issues found during UAT, validating that corrective actions resolve those issues.
10. Manage client onboarding from close to launch date.

About You

• A bachelor’s degree in an IT-related field or equivalent experience and/or training.
• A minimum of 2 years of experience in application support or a similar role.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple SQL queries.
• Experience providing application support services to defined SLAs.
• Strong customer-focus, with the desire and ability to work directly with customers.
• Basic knowledge of system security.
• Highly self-motivated, self-directed, professional, and reliable.
• Able to absorb new ideas and concepts quickly.
• Ability to approach support issues analytically and solve problems efficiently.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Excellent written, oral, interpersonal, and presentation skills.
• Experience working in a team-oriented, collaborative environment.
• Experience working with cloud-based systems.
• Fluent in English; additional languages are 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 valuing our differences enhances our culture and success. We aim to attract and develop a diverse workforce that reflects the communities we serve.