Weekend Technical Support Analyst - Remote Eligible

Weekend Day Technical Support Analyst

Having recognized the advantages of remote work, such as improved employee morale, increased productivity, and positive impacts on both employee wellbeing and the environment, we are proud to be a digital-first company. Our digital-first work environment, combined with our conveniently located offices and collaborative workspaces, provides our team with the freedom and flexibility to work in the most productive way for them.

About the Role

We are a 24/7 - 365 days a year service center.

Presently we are looking for a Weekend Day Technical Support Analyst who is available on Saturdays and Sundays for 12-hour shifts (8 a.m. to 8 p.m.) as well as on two weekdays for 7.5-hour shifts (8:30 a.m. to 5 p.m.) Eastern Time.

We are looking for talented Technical Support Analysts to provide first and second-level support within the Customer Support organization at Tecsys.

The Technical Support Analyst is involved in understanding and resolving a gamut of technical issues coming from our large customer base. Working in a friendly and supportive atmosphere, you will contribute by analyzing and interpreting data, identifying issues and trends and offering solutions. If you thrive on tackling difficult challenges with continuous learning opportunities and want to work in a respectful, comfortable, and dynamic work environment with a technical focus, then this could be a good fit for you!

In this position, you will be responsible for:

• Using excellent analytical and creative problem-solving skills to provide technical solutions within Service Level Agreements.
• Monitoring, progressing, and resolving incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and, where necessary, escalation.
• Developing and maintaining strong technical expertise on all Tecsys products and those devices and platforms upon which our products function.
• Adhering to incident and problem management procedures.

Requirements:

• 2+ years experience in technical support, desktop support, or a similar role.
• Knowledge of SQL, able to write, interpret, and troubleshoot SQL queries to support issue resolution and implement fixes.
• Ability to analyze logs and troubleshoot technical issues.
• Strong customer service orientation, able to communicate effectively, show empathy, and provide a positive experience while addressing client issues.
• Strong proficiency in both written and verbal English communication essential.
• You enjoy working in a fast-paced and sometimes stressful environment and love to work as a team solving problems for people.
• You learn new technology easily and can explain it to others.
• You have an appreciation for good processes and are attentive to detail.

Nice to have:

• University, Cegep or technical degree related to information systems or supply chain.
• An understanding of supply chain concepts in health care or complex distribution.
• Knowledge of accounting or finance background as it relates to ERP software (Order to Cash, Purchase to Pay, Ledgers, etc.)
• Working knowledge of UNIX/LINUX and Windows.
• Firm grasp of AWS Aurora PostgreSQL.
• Hands-on experience with ServiceNow for incident management, request fulfillment, and problem management.

We understand that experience comes in many forms and that careers are not always linear. If you don't meet every requirement in this posting, we still encourage you to apply.

At Tecsys, we are committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and empowered. We believe that diversity drives innovation and strengthens our ability to deliver exceptional solutions. We welcome and encourage applicants from all backgrounds, experiences, and perspectives to join our team.

Tecsys is an equal opportunity employer. Accommodation is available for applicants selected for an interview. NB: If you are applying to this position, you must be an American Citizen.