Technical Customer Support

As a Support Analyst, you'll be the go-to expert for our customers, helping them get the most out of the Intelex platform. Your responsibilities will include: Managing a dynamic queue of customer support inquiries via our ticketing system, email, and phone. Diagnosing and resolving technical issues related to the Intelex software. Determining whether issues are system-related or user-related. Troubleshooting and debugging qualified system issues. Investigating root causes and documenting findings for our Research & Development and Quality Assurance teams. Ensuring timely resolution of customer issues in line with service level agreements (SLAs). Keeping customers informed on the status of their cases. Collaborating with cross-functional teams to deliver high-quality solutions. Continuously learning and applying knowledge of Intelex products and services. Identifying opportunities for product or process improvements based on customer feedback. Maintaining strong customer satisfaction and managing open/closed ticket volumes effectively. 1-3 years of experience in technical support, web applications, or quality assurance. Strong analytical and problem-solving skills. Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users. Proven ability to prioritize tasks and manage time effectively in a fast-paced environment. Solid understanding of web-based application architecture. Familiarity with object-oriented design principles. Degree or diploma in Computer Science, Information Systems, or equivalent experience. Experience with ASP.NET, XML, JavaScript, SQL, or T-SQL. Knowledge of Microsoft Office, screen capture, and time-tracking tools. Understanding of Environmental, Health, Safety, or Quality (EHSQ) domains. Bilingualism is a plus. MCSE certification is an asset.