At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for users and partners.
- Company: Join a dynamic team focused on innovation and user satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Great chance to learn and grow in a supportive environment.
- Why this job: Be the hero who solves problems and enhances user experiences every day.
- Qualifications: 2-4 years in tech support with strong troubleshooting skills.
The predicted salary is between 41850 - 51150 $ per year.
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.
- #J-18808-Ljbffr
Technical Support Analyst in Toronto employer: QWealth Partnership
At Q Wealth, we pride ourselves on being an exceptional employer that empowers our Portfolio Managers to thrive in a supportive and collaborative environment. Located in Saskatoon, our firm offers a unique opportunity to work alongside dedicated Financial Planners and Wealth Advisors, ensuring that you can focus on what you do best—advising clients and managing portfolios. With a commitment to fiduciary principles, integrated relationships, and a clear path for professional growth, Q Wealth is the ideal place for experienced professionals looking to make a meaningful impact in their clients' financial journeys.
