Technical Support Analyst

Overview

Provide first- and second-level technical support for Tecsys supply chain software as part of a 24/7 follow-the-sun Customer Support team, resolving product tickets within SLAs.

What you'll do

• Provide first- and second-level technical support by working product-related tickets and resolving them within Service Level Agreements.
• Analyze and interpret data to identify issues and trends, and offer creative, practical solutions.
• Monitor, progress and resolve incidents in ServiceNow, keeping customers satisfied through proactive updates, frequent contact and escalation where necessary.
• Communicate directly with customers, many of them healthcare organizations in Canada.
• Learn and pick up tickets across all four functional modules of the product, rather than specializing in just one.
• Build and maintain strong technical expertise on all Tecsys products and the devices and platforms they run on.
• Follow incident and problem management procedures and coordinate with the Customer Care team in Canada, including occasional off-hours meetings.

What you'll need

• Knowledge of / prior experience with any WMS (Warehouse Management System), ideally 2–3 years working on a WMS module.
• 2+ years of experience in technical support, desktop support or a similar role.
• Strong written and verbal English communication, including clear, professional email correspondence with clients, suppliers, business partners and colleagues.
• Hands-on experience with ServiceNow for incident management, request fulfillment and problem management.
• Ability to learn new technology easily and explain it to others.
• Comfort working in a fast-paced, sometimes stressful environment, and enjoying solving problems as a team.
• Flexibility to work in shifts, including weekend rosters, and for occasional off-hours meetings.

Nice to have

• University or technical degree related to information systems or supply chain.
• Understanding of supply chain concepts in health care or complex distribution.
• Knowledge of accounting or finance as it relates to ERP software (Order to Cash, Purchase to Pay, Ledgers, etc.).
• Working knowledge of UNIX/LINUX and Windows.
• Firm grasp of SQL along with AWS Aurora PostgreSQL.

Details

• Shift work including weekend rosters, and occasional off-hours meetings.
• Part of a 24/7 – 365 global follow-the-sun support model.