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Publié il y a 12 jours

Technical Support Analyst

@ Quintessence Wealth

Toutes ses offres Site Web

Toronto, Ontario

Temps plein2+ ans d’expérience
Postuler
SIGNAUX

En bref

Quintessence Wealth is hiring a Technical Support Analyst to provide first-line technical and operational support across internal systems and partner-facing platforms. The role triages tickets, reproduces bugs, tests fixes, and documents issues for developers, requiring 2 to 4 years of support experience and familiarity with ticketing systems such as Freshdesk.

Responsabilités :

  • Monitor and respond to incoming support tickets
  • Troubleshoot system, data, and user issues
  • Reproduce bugs and document findings
  • Validate fixes before closing tickets

Résumé des exigences :

  • 2–4 years in technical or application support
  • Strong troubleshooting and analytical skills
  • Familiarity with Freshdesk or similar ticketing systems
  • Clear written and verbal communication

Outils et compétences

Freshdesk
Source et dates

Type de source non vérifié · humi

Date publiée par l’employeur
2026-10-26
Première détection par notre source
2026-10-26
Mise à jour du dossier source
2026-10-26

Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.

Détails du poste

NiveauIntermédiaire
DomaineService à la clientèle
Expérience2 an(s) et plus
Heures par semaine40 (estimé)
Déplacementsavion : aucun · route : aucun
Milieu de travailBureau
PositionSurtout assis
Exigences physiquesphysique faible · ordinateur élevé
LanguesEnglish

Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.

Postuler

Quintessence Wealth

Toutes ses offres Site Web
ChampValeur
Offres sur Jobsy9
Description

Role Purpose

The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.

The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.

Core Responsibilities

Issue Triage & Resolution

  • Monitor and respond to incoming support tickets.
  • Troubleshoot system, data, and user-related issues.
  • Reproduce reported bugs and document findings clearly.
  • Resolve straightforward issues independently and escalate complex ones appropriately.

Communication

  • Serve as a professional point of contact for internal teams and/or partners.
  • Provide timely updates on ticket status and expected timelines.
  • Translate technical explanations into clear, business-friendly language.

Testing & Validation

  • Assist in testing new features and enhancements prior to release.
  • Validate fixes and confirm issue resolution before closing tickets.
  • Provide structured feedback to developers.

Documentation

  • Maintain detailed ticket records and troubleshooting notes.
  • Contribute to internal knowledge base documentation.
  • Help identify recurring issues and recommend process improvements.

Qualifications

  • 2–4 years of experience in technical support, operations support, or application support.
  • Strong troubleshooting and analytical skills.
  • Familiarity with ticketing systems (e.g., Freshdesk).
  • Ability to work independently while knowing when to escalate.
  • Clear written and verbal communication skills.

What Success Looks Like

  • Tickets are handled promptly and accurately.
  • Issues are well-documented and reproducible.
  • Developers receive clear information to resolve bugs efficiently.
  • Users feel informed and supported.

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