Offer summary

Qualifications:

Bachelor's degree in an IT-related field or equivalent experience, Minimum of 2 years in application support or similar role, Proven troubleshooting skills and knowledge of SQL, Strong customer service orientation and excellent communication skills..

Key responsabilities:

Provide Tier 2 technical support to customers and coaches across multiple regions

Manage and document the ticketed query system for issue resolution

Analyze support data to recommend process improvements

Collaborate with development teams to test and validate application fixes.

Job description

Description

Job Role: Technical Analyst

Location: Pacific Coast, Canada - Virtual ** West Coast Applicants Only**

Who we are:

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.

At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest.

This mindset applies not only to our clients but is manifested in our own EZRA family. We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.

EZRA is the fastest growing global coaching company, supporting some of the world’s leading companies. If all of this resonates, EZRA just might be the place for you.

The Role

To aid our rapidly expanding growth and support our growing team, we are looking for an enthusiastic and highly organised Technical Support Analyst. This individual will work on a dynamic agile environment, troubleshooting and supporting web based and mobile apps.

The Team

You will be part of the Product Technology Support Team, reporting to the Technical Support Manager.

What You’ll Do

Support customers and coaches primarily in EMEA but you will also work with end users in APAC and the Americas.
Field incoming problem tickets, as a Tier 2 resource, providing technical support to teams within the organization, and to external clients when required
Managing ticketed query system and ensuring requests, issues and resolutions are kept up to date
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution
Analyse issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes
Communicate application problems and issues to key stakeholders, including management and development team members
Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved
Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed applications
Test the delivered functionality in real-world scenarios and collaborate with external and internal development teams to address issues found during UAT, and validates that corrective actions taken by development resolve those issues
Manage the client onboarding set-up, from close to launch date

About You

A bachelor’s degree in an IT-related field or equivalent amount of experience and/or training
A minimum of 2 years of experience in an application support, or equivalent type of role
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple SQL queries
Experience providing application support services to defined SLAs
Strong customer-focus, as well as the desire and ability to work directly with customers
Basic knowledge of system security
Highly self-motivated, self-directed, professional and reliable
Able to absorb new ideas and concepts quickly
Ability to approach support issues analytically, as well as understand and solve problems efficiently
Ability to effectively prioritise and execute tasks in a high-pressure environment
Ability to present ideas in business-friendly and user-friendly language
Very strong customer service orientation
Excellent written, oral, interpersonal, and presentational skills
Experience working in a team-oriented, collaborative environment
Experience working with cloud-based systems
English fluent, any additional language is an asset

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.

Required profile