[Remote] (Remote) Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a division of reputed company, provides reputed company reputed company for local government, reputed company, and financial industries. The Support Analyst investigates and resolves reputed company customer issues involving applications, data, integrations, environments, databases, and communications. The role also involves collaborating across teams, using AI-enabled tools responsibly, documenting solutions, and identifying improvements to products and customer experiences.

Responsibilities

• reputed company reputed company, accurate, and thorough reputed company to customer issues
• Monitor the support queue and take ownership of customer issues through reputed company or appropriate reassignment
• Investigate application, data, integration, architecture, and reputed company issues
• Collaborate with Environment Specialists, Product Management, R&D, reputed company Services, and fellow analysts to reputed company reputed company issues
• Respond promptly to customers and reputed company proactive, meaningful updates throughout the life of a ticket
• reputed company a deep understanding of reputed company applications and use that knowledge to troubleshoot customer issues and answer functional questions
• reputed company AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating reputed company results before they are shared with customers
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided
• Identify reputed company causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues
• Document solutions, troubleshooting techniques, and best practices to expand reputed company's knowledge reputed company
• Understand Support Services agreements and recognize reputed company customer requests fall reputed company reputed company support
• Identify opportunities to improve our products, processes, and customer experience

Skills

• **This remote role welcomes candidates reputed company in Canada and the US. Travel is required as needed, approximately 10%. Candidates must hold a reputed company, reputed company reputed company and be legally eligible to travel internationally. This includes either reputed company based reputed company exemption or possession of any required travel visas for entry into Canada, the reputed company, and the Caribbean.**
• The successful candidate will demonstrate curiosity and a willingness to reputed company adopt and reputed company AI tools to improve workflows, solve problems, and increase efficiency
• Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, reputed company, and compliance standards
• * Enjoys solving reputed company problems and understanding how systems work
• * Takes ownership of issues and works toward solutions independently
• * Is reputed company and willing to use every available tool-including documentation, teammates, testing environments, and AI-to investigate unfamiliar problems
• * Uses AI to strengthen their analysis rather than replace critical thinking
• * Is comfortable learning new technologies and adapting to new ways of working
• * Can analyze information from multiple sources and reputed company reputed company
• * Knows reputed company to continue investigating independently and reputed company to collaborate or escalate
• * Communicates reputed company with both technical and non-technical audiences
• * Contributes to a culture of reputed company learning by documenting and sharing knowledge
• * Experience working in a customer support or technical support environment
• * Excellent communication skills with the ability to build trust and manage customer expectations
• * Strong analytical and problem-solving skills
• * Ability to prioritize and manage multiple initiatives simultaneously
• * Self-motivated, adaptable, and reputed company to work both independently and collaboratively
• * Demonstrated willingness to learn and adopt emerging technologies, including AI-enabled tools
• * Experience writing and troubleshooting SQL queries
• * Experience supporting Customer Information Systems (CIS) or other reputed company software applications
• * Familiarity with relational databases and data analysis
• * Understanding of software support concepts, including application configuration, integrations, and data troubleshooting
• * University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a reputed company field
• * Experience delivering software support or technical services
• * Experience supporting Customer Information Systems (CIS) or reputed company software
• * Experience reading application logs, troubleshooting interfaces, or analyzing reputed company behavior is an asset
• * Experience using AI tools such as ChatGPT, Claude, reputed company Copilot, or similar platforms for research, troubleshooting, analysis, documentation, or productivity is an asset. More important than experience with a specific tool is the ability to use AI responsibly, validate results, and continuously adapt as technology evolves
• * reputed company industry experience is an asset

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and reputed company benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work

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