Support Analyst

Full Time  |  Calgary, Canada

What You'll Do

• Monitoring and maintaining Tykans’ communications and interactions in the support e-mail account. 
• Creating tickets with the appropriate details relevant to a case; documenting/updating incident tickets and service requests. 
• Analyzing records and call logs to discover potential issues and any underlying issues or trends. 
• Diagnosing and solving software fault. 
• Testing existing software and evaluating new releases.  
• Performing regular validation health checks on existing applications and systems.  
• Responding to callouts, emails, and priority activities in a timely fashion.  
• Following instructions, either oral, written, or in diagram form, to set up an environment to test applications, systems, or fix a fault.  
• Diagnosing, troubleshooting, and resolving issues related to contact centre applications. 
• Documenting resolution steps to add to the Knowledge-Based for future references. 
• Walking colleagues and customers through the troubleshooting steps to help them resolve software and/or technical issues. 
• Maintaining procedures and reports that provide technical support to the team and organization.  
• Examining application and/or system logs to identify cause and resolution.  
• Supporting the implementation of new solutions or applications.  
• Creating application and/or system user accounts for new users and assisting with password or login problems.  
• Testing existing and evaluating new releases of applications and systems that Tykans supports.  
• Participating in team meetings to provide insight into technical requirements.  
• Providing support via telephone, email, or in-person. 
• Being on an on-call 24/7 rotation (1 week, every 4-6 weeks). 
• Being able to work night shifts. 
• Travelling within Alberta will be required (5-10%). 

What You'll Bring

To be successful in this role, you will need the following education, experience, and skills: 

• A degree in Computer Science, or equivalent professional experiences. 
• Hands-on experience working with Genesys and AudioCodes is considered an asset. 
• Experience in supporting on-premises and cloud contact centre software.  
• Minimum 2 years’ experience in a technical support role in a large organization.  
• Experience in using incident management tools, e.g., ServiceNow. 
• Experience in using CRM tools, e.g., Salesforce, is an asset. 
• Diagnostic techniques and ability to ask pertinent questions. 
• Outstanding listening and comprehension skills.  
• Excellent oral and written communication skills, e.g., can clearly and simply explain a technical problem to a customer or colleague. 
• Strong interpersonal skills with a demonstrated customer service focus.  
• Tenacity to solve complicated problems and see them through to resolution.  
• Analytical skills with strong attention-to-detail. 
• Team-oriented attitude to help colleagues and other teams in resolving technical problems.  
• Ability to organize and set priorities to manage multiple tasks, while responding to the needs of customers in a timely manner. 
• A passion for contact centre applications such as Genesys and AudioCodes.