Technical Analyst - EZRA

The Adecco Group; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading global coaching company is seeking a Technical Analyst to join their Product Technology Support Team. The role involves troubleshooting web and mobile applications, managing customer support tickets, and collaborating with various teams. Ideal candidates will have a Bachelor's degree in IT, strong troubleshooting skills, and experience in application support. The position offers a dynamic environment with opportunities for growth.

Qualifications

• At least 2 years of experience in application support or similar role.
• Hands-on SQL knowledge in a SQL Server environment.

Responsibilities

• Support customers in EMEA, APAC, and Americas.
• Manage the ticketing system and document the problem-solving process.
• Collaborate with development and QA teams.

Skills

Troubleshooting

Customer Focus

Analytical Skills

Communication

Education

Bachelor’s degree in IT-related field

Tools

SQL

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, 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. 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 support our rapidly expanding growth, 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

• Support customers and coaches primarily in EMEA but also work with end users in APAC and the Americas.
• Handle incoming problem tickets as a Tier 2 resource, providing technical support to internal teams and external clients when required.
• Manage the ticketing system, ensuring requests, issues, and resolutions are up to date.
• Record, track, and document the problem-solving process, including decisions made and actions taken, through to final resolution.
• Analyze issue resolution data, recommend support process improvements, and assist in implementing changes.
• Communicate application problems and issues to stakeholders, including management and development teams.
• Test fixes and perform follow-up to ensure issues are resolved.
• Collaborate with development, release, and QA teams in designing, testing, and delivering applications.
• Test functionality in real-world scenarios, address issues during UAT, and verify that corrective actions resolve problems.
• Manage client onboarding from setup to launch.

About You

• Bachelor’s degree in an IT-related field or equivalent experience/training.
• At least 2 years of experience in application support or a similar role.
• Proven troubleshooting skills and issue resolution techniques.
• Hands-on SQL knowledge in a SQL Server environment, with the ability to write simple queries.
• Experience providing application support within SLAs.
• Strong customer focus and ability to work directly with clients.
• Basic understanding of system security.
• Self-motivated, professional, reliable, quick learner.
• Analytical approach to support issues and problem-solving skills.
• Ability to prioritize and handle tasks efficiently under pressure.
• Excellent communication skills, both written and oral.
• Experience working collaboratively in team environments.
• Experience with cloud-based systems.
• Fluent in English; additional languages are a plus.

We are an equal opportunity employer dedicated to fostering a diverse and inclusive team. We value uniqueness and respect differences, believing that diversity enhances our culture and success. We aim to attract and develop a workforce that reflects the communities we serve.