Customer Support Analyst

Level

Junior

Department

Support

Type

Full Time

Project

ALLSTARSIT

Locations:

Colombia

Remote

Job Details

Posted on:

February 3, 2025

Job ID:

381

About the Company

Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn't be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.

With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.

About the Project

Our client is a privately held company and is the leader in enterprise wealth management for the Canadian market. Founded in 1991, it has over 75 staff and 15 leading financial services clients representing over 17,000 financial advisors on the platform. It offers the most comprehensive wealth management solution for financial advisors in the credit union, banking, insurance and investment dealer sectors.

Specialization

Headquarters

Toronto, Canada

Years on the market

30+

Team size and structure

100+

Current technology stack

Required skills:

A working knowledge of JAVA is required
Bilingual (English) demonstrated competency
Experience in a technology/financial services environment; knowledge of Wealth Management Systems and Mutual Fund/ETF trading (MFDA, Fundserv, IIROC).
Client Focus, Strategic agility, Priority setting, Business acumen, Analytical Thinking, Strategic business sense.
Ability to communicate effectively both orally and in writing with clients, technical teams, and other co-workers, work to schedule and adapt easily to changing priorities and business needs.
Ability to thrive in a fast-paced, results-oriented environment.
Comfortable working independently, reading and understanding user and technical guides.
Well-developed analytical, problem-solving, organizational, and time management skills.
Experience with incident tracking software such as JIRA Service Desk or similar tools.
Basic knowledge of using Google apps and tools (e.g. Gmail, Calendar, Sheets, Slides).

Advantages:

Experience in business analysis
Programming knowledge
Experience working in high productivity and timeline driven environment
QA/testing experience
JIRA Service Desk experience or JIRA Help Desk is an asset
Atlassian Confluence experience
Working Query knowledge of SQL

Scope of work:

The Customer Support Analyst is responsible for day-to-day operations support activities while maintaining customer relationships. The Customer Support Analyst is expected to have some basic knowledge of products and services being offered by the company and ensures that products and services consistently meet our client needs. As the Customer Support Analyst, you will manage the Support Team KPIs and be responsible for setting support priorities within the business and technical teams identified by their client. In addition, assist both on-premise and hosting customers on business and technical related-issues with the best possible service and recommendations from issue inception to resolution. Our goal is to ensure our clients are satisfied, and make regular use of our platform, renew their subscriptions and are eager to expand the footprint of our solutions within their organization.

Client Communication - Articulate and provide Customer communications
Manage and triage assigned tickets
Manage Escalations - Manage customer escalations through communication and create an action plan agreeable to both parties Track, Report, and obtain Service Level Objective (SLO) metrics and goals.
Manage and set priorities for technical resources
Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required in a clear and timely manner.
Assist customers as needed through the phone or web meeting/collaboration tools.
Maintain a detailed understanding of products and services, assist customers with questions and provide the next steps.
Collaborate with internal teams to determine the next steps towards issue resolution (reporting system defects and deficiencies).
Document incidents/problems and contribute to troubleshooting guides or knowledge base articles.
Some on-call support work required (at least twice a year on major releases) and depending on extended support request arrangements.
As the owner of the support relationship with clients, you will hold regular client meetings understanding and prioritizing support issues.