user support technician

Retreat Guru; Nelson; Híbrido; CAD 52.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Dental plan

Health care plan

Paramedical services coverage

Group insurance benefits

Life insurance

Stocks/shares

Maternity and parental benefits

Free parking available

On-site amenities

On-site recreation and activities

Paid time off (volunteering or个人 days)

Team building opportunities

Wellness program

Descripción de la vacante

Retreat Guru is seeking a QA/Support Analyst to help resolve user issues and improve our e-commerce platforms. The role combines in-person and remote work in a hybrid setup, with focus on researching problems, training users, and documenting solutions.

The ideal candidate has 3–5 years of experience, a college diploma or equivalent, and strong communication skills. Candidates should be comfortable with testing, documentation, and collaborating with product teams.

Formación

• 1–2 year college diploma or equivalent experience.
• 3–5 years experience in QA or quality assurance.
• Experience with e-commerce projects and call centre context.

Responsabilidades

• Respond to users experiencing difficulties with computer systems.
• Research and implement solutions using guides and manuals.
• Provide advice and training to users on identified issues.
• Maintain a log of problems and solutions for future use.
• Participate in redesign of applications and software.
• Provide customer service and manage incidents.
• Conduct usability testing.

Conocimientos

Attention to detail

Excellent oral communication

Excellent written communication

Organized

Time management

Team player

Educación

College Diploma (1–2 years)

Equivalent experience

Herramientas

HTML editing software

JavaScript

SQL

WordPress

PHP

Mac OS

Project management software

Spreadsheet

HTML

Software quality assurance

Descripción del empleo

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Overview

Languages

English

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• or equivalent experience

Experience

3 years to less than 5 years

Hybrid

Work must be completed both in person and remotely.

Responsibilities

Tasks

• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide customer service
• Manage incidents
• Usability testing

Supervision

• No supervision responsibility

Experience and specialization

Computer and technology knowledge

• Project management software
• HTML editing software
• Software development
• Mac OS
• JavaScript
• SQL
• Spreadsheet
• PHP
• WordPress
• HTML
• Software quality assurance

Type of experience

• Call centre

Area of work experience

• Quality assurance or control

Area of specialization

• E-commerce

Additional information

Security and safety

• Basic security clearance

Transportation/travel information

• Own transportation
• Willing to travel

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Repetitive tasks
• Manual dexterity
• Attention to detail
• Sitting

Own tools/equipment

• Internet access
• Cellular phone

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Benefits

Health benefits

• Dental plan
• Health care plan
• Paramedical services coverage

Financial benefits

• Group insurance benefits
• Life insurance
• Stocks/shares

Long term benefits

• Maternity and parental benefits

Other Benefits

• Free parking available
• On-site amenities
• On-site recreation and activities
• Paid time off (volunteering or personal days)
• Team building opportunities
• Wellness program