System Support Analyst

System Support Analyst

G Adventures is on the hunt for a motivated and talented System Support Analyst. The System Support Analyst is responsible for managing all incoming support requests for G Adventures systems, in addition to providing technical assistance to users of those systems.

The role works closely with software developers, technology managers and other internal teams across the business in the delivery of a unified technical support experience to all software users within the G Adventures organization. We require someone seeking responsibility and ownership, reviewing and improving upon current processes and providing exemplary support for our software systems.

You will need to have a dynamic approach towards the role and be willing to demonstrate, increase, and add to your current skill sets. You will be supported in your development by your manager, team and through the various internal development programmes within the G Adventures organization.

You will be joining a people first team and organization, G Adventures tech teams have a fantastic reputation in getting things done, developing individuals and encouraging and supporting growth.

This is a hybrid role, where a set number of days is required in office by the region.

Responsibilities

• Understand general technology support processes and practices
• Respond to system support inquiries, delivering a consistent customer service experience to internal and external users
• Adhere to defined support performance standards and; meet SLAs (Service Level Agreements)
• Classify, manage and track support requests from creation to resolution.
• Respond to general questions about features, functionality, known issues
• Work with subject matter experts to build a knowledge base of common support issues and solutions
• Learn to produce and manage detailed reporting and reporting workflows for internal tech teams enabling them to have a detailed understanding of team and organization metrics.
• Actively document and maintain key changes to workflows and system changes
• Propose improvements to support processes and take ownership over the changes
• Work closely with the Technology management teams to define, plan and apply improvements to key systems and the support processes
• Ability to build relationships with key system stakeholders across multiple departments and teams
• Establish channels for communicating major releases, feature updates, known bugs, etc...
• Assist in the administration of user access, permissions, etc… across our software systems
• Perform manual and bulk updates of data as required to resolve issues
• Evaluate priority and impact of issues that are reported through support requests
• Escalate support issues to the relevant software product team(S).
• Document feature requests and low-impact bugs to be scoped, prioritized, and implemented by development teams at a later date
• Participate in testing, QA/QC processes, and developing support plans for new system releases

Requirements

• Experience supporting 3rd party and in house developed software
• Strong customer service experience
• Outstanding attention to detail
• Proven organizational skills
• The ability to discover, scope and research new ideas and practices, improve upon your current skill sets, guide, advise and influence others
• Ability to manage and prioritize a high volume of competing requests
• Problem solving skills, critical thinking and logical reasoning and doing the right thing
• Learn to Influence and make key contributions to your team, others and the organization
• Excellent communication skills, able to effectively convey technical concepts to non-technical people
• Able to influence outcomes
• Able to contribute to outcomes
• Strong work ethic with the ability to work independently or as part of a team
• The ability to demonstrate your theories and thinking, discuss and share
• Experience and knowledge of some tools in our tech stack will be an asset: Google Workspace (and its applications), ClickUp or similar, Lucid Chart, Fresh Service or similar, SalesForce knowledge, MSFT Office 365, Slack, Usage of MacOS or Windows 10/11 operating systems. Familiarity with Compass, OKTA, AI Service Bots, understanding of complex workflows, API's.

What do we offer you?

• Competitive salary commensurate with the role
• Competitive benefits package
• Birthday day off
• Vacation time for you to recharge
• Enhanced Parental Leave
• Learning and growth opportunities
• Employee Resource Groups

*Applicable based on location*

G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.