Offer summary

Qualifications:

Experience with Microsoft SQL Server, including installation and troubleshooting., Post-secondary education in a technical or related field (BA/BSc, diploma, or equivalent experience)., Strong communication and interpersonal skills to convey technical information clearly to non-technical users., Excellent analytical and problem-solving ability, with a calm demeanor under pressure..

Key responsibilities:

Acting as the primary support liaison, handling inquiries via phone, live chat, and electronic ticketing systems.

Troubleshooting and resolving software issues, and logging all support activity in the tracking system.

Following up proactively with clients to ensure successful resolution and a great support experience.

Creating and maintaining self-service resources like help articles and training materials.

Job description

Remote - Canada | Full-time | ResourceMate Library Software Solutions

We are seeking a highly motivated and customer-focused Support Analyst to join our team. In this remote role, you’ll be the first line of support for our valued clients, helping them get the most from our software solutions. This position offers the opportunity to work with a supportive team while growing your technical and customer service skills.

What You’ll Be Doing

As a Support Analyst, your day-to-day responsibilities will include:

Acting as the primary support liaison, handling inquiries via phone, live chat, and electronic ticketing systems.
Troubleshooting and resolving software issues, reviewing configuration and code where necessary.
Logging all support activity in our tracking system with clear, accurate, and thorough documentation.
Following up proactively with clients to ensure successful resolution and a great support experience.
Collaborating with teammates to share knowledge and improve support quality through peer learning and team sessions.
Creating and maintaining self-service resources like help articles and training materials.
Contributing ideas to enhance internal support processes, tools, and customer experience.
Occasionally delivering training sessions on software functionality (if applicable).
Taking on other support-related duties as needed.

What You Bring

We’re looking for someone who is tech-savvy, customer-oriented, and always looking to learn. Key qualifications include:

Experience with Microsoft SQL Server, including installation and troubleshooting.
Familiarity with hosted environments, VMs, and VPN connectivity.
Post-secondary education in a technical or related field (BA/BSc, diploma, or equivalent experience).
Strong communication and interpersonal skills—able to convey technical info clearly to non-technical users.
Excellent analytical and problem-solving ability; calm under pressure and resourceful.
Demonstrated ability to prioritize tasks and manage multiple issues effectively.
Eagerness to learn new technologies and take initiative in solving problems.
BONUS: Experience delivering customer training, or background working in or with libraries.

Compensation