[Remote] Analyst Support

Note: The job is a remote job and is open to candidates in USA. Intelex Technologies ULC is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality programs. The Support Analyst is responsible for providing application technical support to customers, including troubleshooting, debugging, and ensuring issues are resolved within service level agreements.ResponsibilitiesManages a fast-paced queue of support inquiries and requestsAssesses support inquiries to identify whether issues are system or user relatedCommunicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolutionTroubleshoots and debugs qualified system issuesInvestigates and analyzes the root cause of qualified system issuesCategorizes, and documents qualified system issues for the Research and Development DepartmentEnsures customer requests are acknowledged and resolved within service level agreement timesKeeps customers up to date on cases pending confirmation when applicableWorks closely with various departments to ensure solution resolution and excellent customer serviceAcquires, maintains and applies detailed knowledge of Intelex’s product and applicationsIdentifies and documents opportunities for improvement based on customer suggestionsWorks closely with Research and Development and the Quality Assurance teams to move issues through the software release processMaintains a consistent number of open / closed tickets and customer satisfaction scoresSkillsStrong analytical and problem-solving abilitiesClear and effective communication skills, both written and verbalAbility to explain technical concepts to non-technical audiencesOrganized, self-motivated, and customer-focusedFamiliarity with web-based application architectureUnderstanding of object-oriented design principles1–3 years of experience in technical support, web applications, or quality assuranceDegree or diploma in Computer Science, Information Systems, or equivalent experienceKnowledge of ASP.NET, XML, JavaScript, SQL/T-SQLExperience with Microsoft Office, screen capture, and time tracking toolsFamiliarity with Environmental, Health, Safety, or Quality domainsBilingual (any language)MCSE certificationBenefitsThis position is also eligible for bonus as part of the total compensation package.Company OverviewTrusted Since 1992, Intelex Technologies, ULC. It was founded in 1992, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is http://www.intelex.com.



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