Technical Support Analyst

Doxim - Markham, ON (30+ days ago)

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Doxim is a leading provider of Customer Engagement Software solutions for Financial Service Organizations. Our software helps financial institutions transform their client experience, communicate effectively throughout the client lifecycle and improve cross-sell and upsell activities that drive increased wallet share. Doxim’s SaaS Customer Engagement Platform addresses key digitization challenges, from automated client onboarding, through improved, personalized communications to anytime, anywhere content access, tailored to a clients’ channel preferences.

With 7 locations across the US and Canada, we are growing very fast, and seeking this role to help drive and accelerate our growth.

Job Definition

In this role, you will manage incoming support requests from various channels. The Technical Support Analyst will investigate and resolve all level 2 category cases submitted by the customer. The successful candidate will be a strong team player with a positive attitude, excellent command of the English language (equivalent command of French an asset), ability to work efficiently in a fast paced and potentially stressful environment.

Role and Responsibilities:
Receive and respond to customer inquiries and support incidents via email and phone
Ensure all service levels are being met or exceeded
Detail oriented with a strong commitment to customer satisfaction
Strong documentation skills ensuring support cases can be referenced and maintain traceability
The ability to handle multiple priorities and escalate to the reporting manager as necessary
Escalate and manage unresolved support requests with Tier 3 support
Work closely with Tier 3 developers to analyze, understand, and communicate difficult issues
Provide consistent and reliable support to all team members within the Customer Support team
Act as a liaison between Customer Support and other departments to provide resolutions to customer inquiries and problems; escalate issues as needed; serve as escalation point for difficult customers
Ensure that all client communication is documented and tracked in the ticketing system
Efficiently initiate major incident processes as required for high-priority incidents
Be available after hours for High Priority concerns
Interact effectively with other departments to follow up on issues, enhancing the responsiveness to the customer, improving overall customer satisfaction
Assign product enhancement requests to Product Management
Manage client communications related to internal system problems and unplanned maintenance outages, as required
Participate in regular team meetings to identify trends and opportunities, suggesting improvements in process and product
Develop and maintain a solid understanding of company products and services

Completion of University or College in Computer Science or related field
2+ years of experience in a software development or technical support role
Proficiency with Microsoft SQL Server
Working knowledge in HTML/XHTML,XML/XSL, CSS and one of Java, C#, .NET
Understanding of relational data modeling and experience with SQL and MS SQL query
Understanding of core programming concepts, theories and pattern
Working knowledge of VPN or certificate-based connectivity concepts
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
Proven ability to effectively de-escalate customer interactions, when needed
High degree of professionalism and integrity plus ability to establish customer trust
Experience with automated testing and tools • Excellent knowledge of quality theory, concepts, tools, and methodologies of QA
Understanding and experience in testing of client/server, software and browser-based applications
Demonstrate knowledge of Software test/release process
Experience with defect management software and procedures
Experience using Salesforce, MS SharePoint and Jira is considered an asset
Experience working on web applications, XML web services and/or web servers is considered an asset
Ability to communicate clearly and accurately in English, both verbal and written

As part of the hiring process at Doxim, job candidates MUST complete The Predictive Index® Behavioral and Cognitive Assessments. Please set aside 5-10 minutes for the Behavioural Assessment completion, although you have unlimited time to complete the assessment once it is started. The Predictive Index Behavioral Assessment does not measure intelligence, education or experience. It simply measures work and communication needs. Please use the link provided to take the assessment.

Once you have completed the Predictive Index Behavioural Assessment you will be sent an email containing a link to complete The Predictive Index® Cognitive Assessment. The Cognitive Assessment is a timed assessment that includes Verbal, Numerical and Abstract Reasoning questions. Respondents are instructed to answer as many questions as possible in the allotted 12 minutes. The score of the PI Cognitive Assessment is a scaled score based on the number of correct responses and is a measure of general cognitive ability, or the ability to quickly learn and grasp new information. Please set aside 12 uninterrupted minutes for completion and complete within 48 hours. The Predictive Index Cognitive Assessment does not measure intelligence, education or experience. It simply measures a person’s capacity to learn, adapt and grasp new concepts.

Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.

“An Equal Opportunity Employer”