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Application Support Technical Analyst
May 11, 2014
As part of the Client Support Division, the Application Support Technical Analyst is responsible forproviding application technical support to Intelex’s hosted and enterprise clients. Key responsibilitiesinclude analysis, debugging and resolution of technical issues that clients have with the Intelex software.
Responsibilities and Deliverables
Manages a fast-paced queue of support inquiries and requests.
Assesses support inquiries to identify whether issues are system or user related.
Communicates via phone and email with clients to review issues and determine solutions.
Troubleshooting and debugging qualified system issues, and providing technical logging or databaseinformation when applicable.
Investigates and analyzes the root cause of qualified system issues where applicable.
Categorizes, and documents qualified system issues related tickets for the Research and DevelopmentDepartment.
Applies database and system patches/updates to Intelex’s hosted clients.
Provides instruction for application of system patches and updates to self-hosted clients.
Deploys system upgrades and features such as new licenses or modules.
Ensures client requests are acknowledged and resolved within service level agreement times.
Communicates with clients to better serve them in relation to their support requests.
Follows-up with clients regarding cases pending confirmation when applicable.
Works closely with various departments to ensure solution resolution and excellent customer servicefor clients.
Acquires, maintains and applies detailed knowledge of Intelex’s product and applications.
Identifies and documents opportunities for improvement based on client suggestions.
Works closely with Research and Development and the Quality Assurance teams to move issuesthrough the software release process.
Maintaining a consistent number of open / closed tickets and CUSSAT scores.
Reports to an Application Support Team Lead.
Fosters close cooperative relationships with peers within the organization in order to shareinformation, communicate, problem solve and collaborate.
Communicates with External Clients in order to provide a high level of customer satisfaction.
Degree or diploma in Computer Science, Computer Engineering, Information Systems, InformationTechnology or equivalent technical related program.
1-3 years of web application, technical support, or quality assurance experience.
Understanding in application programming languages (ASP.NET, XML, Java Script), database languages(SQL, T-SQL), Microsoft office, screen capture, and time tracking tools.
Excellent prioritization and organization skills and excellent communication skills.
Strong problem solving skills with ability to analyze and make an educated decision.
An MCSE certification is preferred, but not required.
Bilingualism, considered an asset.
With more than 850 clients and 750,000 system users across dozens of industries, Intelex Technologies Inc. is a leading global provider of environment, health & safety (EHS), quality and business performance management software.
Trusted for more than two decades, Intelex's scalable, web-based platform and suite of EHS, quality and business performance applications have helped clients across all industries improve performance, reduce risk, streamline their business processes and ensure sustained compliance with internationally accepted standards and regulatory requirements.
Intelex continues to win an array of accolades, having been named one of Canada's Best Managed Companies, as well as ranking in the Deloitte Technology Fast 500 North America for five consecutive years and Deloitte Technology Fast 50 North America for three years. Intelex was included on the GTA’s Top Employers exclusive list for three years in a row and Best Employers in the GTA for two years; the results were published in The Globe and Mail and Toronto Star. Intelex was also named one of Canada's 50 Best Small and Medium Employers two years in a row and ranked in the Great Place to Work in Canada list for the past two years.
Please submit a resume to firstname.lastname@example.org. It is recommended that you visit the www.intelex.com website prior to submission and have an understanding of our business and business needs prior to interview.