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Support Analyst

role at

Warmies

Location:

Fully remote in Canada. Toronto preferred.

As part of the Intelex Support Team, the Support Analyst is responsible for providing application technical support to Intelex''s customers. Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software.

Responsibilities

Manages a fast-paced queue of support inquiries and requests.

Assesses support inquiries to identify whether issues are system or user related.

Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution.

Troubleshoots and debugs qualified system issues.

Investigates and analyzes the root cause of qualified system issues.

Categorizes, and documents qualified system issues for the Research and Development Department.

Ensures customer requests are acknowledged and resolved within service level agreement times.

Keeps customers up to date on cases pending confirmation when applicable.

Works closely with various departments to ensure solution resolution and excellent customer service.

Acquires, maintains and applies detailed knowledge of Intelex''s product and applications.

Identifies and documents opportunities for improvement based on customer suggestions.

Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process.

Maintains a consistent number of open/closed tickets and customer satisfaction scores.

QualificationsRequired:

Strong analytical and problem-solving abilities

Clear and effective communication skills, both written and verbal

Ability to explain technical concepts to non-technical audiences

Organized, self-motivated, and customer-focused

Familiarity with web-based application architecture

Understanding of object-oriented design principles

13 years of experience in technical support, web applications, or quality assurance

Degree or diploma in Computer Science, Information Systems, or equivalent experience

Preferred:

Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL

Experience with Microsoft Office, screen capture, and time tracking tools

Familiarity with Environmental, Health, Safety, or Quality domains

Bilingual (any language)

MCSE certification

Other Requirements

Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification

Fortive Corporation and Intelex Overview

Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We value diversity and foster an inclusive culture. Fortive and all Fortive Companies are equal opportunity employers and provide reasonable accommodations for applicants with disabilities.

This position is also eligible for a bonus as part of the total compensation package.

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