Technical Support Analyst

QWealth Partnership; Toronto; Vor Ort; CAD 55.000 - 75.000; Vollzeit

Zusammenfassung

QWealth Partnership is seeking a Support Analyst to provide first-line technical and operational support for internal systems and partner platforms. You will triage tickets, reproduce issues, document findings, and escalate where needed, ensuring timely resolution and clear communication with stakeholders.

Responsibilities include testing, validating fixes before release, maintaining thorough documentation, and contributing to knowledge base content to improve support quality.

Qualifikationen

• 2-4 years of experience in technical support, operations support, or application support.
• Strong troubleshooting and analytical skills.
• Familiarity with ticketing systems (e.g., Freshdesk).
• Ability to work independently while knowing when to elevate.
• Clear written and verbal communication skills.

Aufgaben

• Monitor and respond to incoming support tickets.
• Troubleshoot system, data, and user-related issues.
• Reproduce reported bugs and document findings clearly.
• Assist in testing new features and enhancements prior to release.
• Maintain detailed ticket records and troubleshooting notes.
• Contribute to internal knowledge base documentation.
• Provide structured feedback to developers.

Kenntnisse

Troubleshooting

Analytical skills

Independent work

Clear communication

Tools

Freshdesk

Jobbeschreibung

Role Purpose

The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.

The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.

Core Responsibilities

Issue Triage & Resolution

• Monitor and respond to incoming support tickets.
• Troubleshoot system, data, and user-related issues.
• Reproduce reported bugs and document findings clearly.
• Resolve straightforward issues independently and escalate complex ones appropriately.

Communication

• Serve as a professional point of contact for internal teams and/or partners.
• Provide timely updates on ticket status and expected timelines.
• Translate technical explanations into clear, business-friendly language.

Testing & Validation

• Assist in testing new features and enhancements prior to release.
• Validate fixes and confirm issue resolution before closing tickets.
• Provide structured feedback to developers.

Documentation

• Maintain detailed ticket records and troubleshooting notes.
• Contribute to internal knowledge base documentation.
• Help identify recurring issues and recommend process improvements.

Qualifications

• 2-4 years of experience in technical support, operations support, or application support.
• Strong troubleshooting and analytical skills.
• Familiarity with ticketing systems (e.g., Freshdesk).
• Ability to work independently while knowing when to elevate.
• Clear written and verbal communication skills.

What Success Looks Like

• Tickets are handled promptly and accurately.
• Issues are well-documented and reproducible.
• Developers receive clear information to resolve bugs efficiently.
• Users feel informed and supported.