System Innovators is seeking an experienced Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will triage, investigate, manage, track and close client support issues, specifically related to the functions of the application(s) and services provided by the Client Services team.
They will also be responsible for contributing to a knowledge base and supporting user webinars among other training/services (Remote and Onsite with clients). You must have the ability to multi-task and see issues through to resolution. You will serve as a primary support liaison between System Innovators and our customer base.
In this role, you will work closely with the Manager of Support Services and be supported by a great team, in providing exceptional customer service and development support. There is limited travel potential in this role; less than 10%.
What you will be doing
Operate as a frontline primary support liaison between System Innovators and our clients to effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
Assess a variety of situations, reviewing software configuration, set-up, and software code to identify the correct resolution or escalate according to departmental guidelines
Report detailed information within the ticket tracking system that includes capturing the reported problem, troubleshooting steps, replication steps, and resolution procedures.
Assist with the documentation of new processes and procedures and help to define improvements to current support processes
Frequently review the ticketing system and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved
Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer-to-peer interaction
Maximize and maintain current knowledge and awareness of applications and related technologies
Identify areas to improve processes to make the customer experience better tomorrow than it was today
Provide training and demonstration of products provided by System Innovators to our client base (Remote and/or Onsite)
Provide weekend on-call support within a rotation of all team members (on-call compensation provided)
As scheduled, provide dedicated client support assistance outside of standard operating hours
Other duties as assigned by management
What is the opportunity
Subject matter expertise in all support matters regarding multiple web products which integrate with our flagship product iNovah
Support, troubleshooting, and maintenance of web applications, windows applications, SOAP APIs, and other integrations used by iNovah clients
Support, troubleshooting, and maintenance of our hosted environments
Primary support liaison services between System Innovators and our customers
What we are looking for
Minimum 3 years proven experience working within a software support environment
Customer-focused individuals who are comfortable with providing phone support to clients to resolve critical production issues
High level of expertise supporting websites in different network topologies
Expert understanding of Microsoft Internet Information Services (IIS)
Expert understanding of network protocols and services like DNS, TCP/IP routing, web domains
Solid grasp of server and Windows domain administration
Solid grasp of online and over the counter payment technologies, protocols, and guidelines
Ability to present Support webinars, both internally to staff and to customers via the Web
Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
Ability to interpret requirements, and recommend solutions that best address clients' needs
Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively
College Diploma in Computer Science or equivalent industry experience is preferred
What would make you stand out
Demonstrate outstanding customer service and teamwork
Experience with Windows Server Administration
Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking
Experience with multiple remote access tools & techniques such as WebEx, remote desktop, VPN
Excellent oral and written communication
E-Commerce, Payment Processors, EMV
HTML, ASP.NET, JavaScript
Powershell scripting
Batch File scripting
Experience in IT Support of the Public Sector Industries
Experience with TeamSupport and Confluence applications
What we offer
Opportunities to advance your career
Comprehensive Medical, Dental, and Vision
3 weeks' vacation and 5 personal days
Employee stock ownership and RRSP matching programs
Lifestyle rewards
Community involvement in social responsibility
Flexible work options
About us:
Our sole focus is providing enterprise payment and revenue management solutions to governments like yours. With over 120 public sector customers, System Innovators (SI) is the leading provider of Enterprise Revenue Management (ERM), centralized cashiering and payment solutions for governments and utilities.
40-Year Industry Veterans
We’re celebrating 40 years of service with one focus — providing government cashiering and Enterprise Revenue Management solutions. Our team is trusted by governments across North America to provide full end-to-end management of your revenue – from customer to bank.
