Technical Support Analyst, Achievers
CA$55-65k
Recognition and rewards software for employees
Be an early applicant
Recognition and rewards software for employees
501-1000 employees
Be an early applicant
CA$55-65k
501-1000 employees
Company mission
To change the way the world works.
Role
Who you are
- Have 2-3 years of customer/support work experience, experience in Client Support an asset
- Have completed a bachelor degree
- CRM (Salesforce) experience is required
- Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
- Basic PHP, HTML & CSS, and SQL skills an asset
- Ability to understand technical aspects of software functions
- Experience working in a team-oriented environment
- Ability to work extended hours
- Experience in addressing support tickets/requests in a queue environment (JIRA)
- Experience in a metrics driven environment is preferred
- Are an independent self-starter with a sense of urgency, proven results orientated
- You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
What the job involves
- As a Technical Support Analyst, you will play a critical role in providing technical assistance and support to our customers, ensuring the timely resolution of technical issues and inquiries related to our products or services
- Leveraging your technical expertise, problem-solving skills, and customer service orientation, you will diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support to meet customer needs and exceed expectations
- This role offers an opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and contribute to the success and satisfaction of our customers
- Deliver unforgettable customer service by finding innovative solutions to meet member needs
- Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
- Assist internal teams with troubleshooting as needed
- Act with a sense of urgency to ensure client issues are resolved as quickly as possible
- Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
- Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
- Manage software migrations, integrations and upgrades (HRIS, SSO)
- Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
- Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations
- Ensure best practices are followed and create processes as necessary
- Meet or exceed service level agreements (SLA targets) and other measures of success
Our take
Employees with a strong sense of belonging are twice as likely to be engaged, productive, and resilient. Achievers' platform aims to foster this belonging while delivering smart work experiences, guiding organisations towards an employee-powered culture. The platform offers personalised, mobile-first experiences and AI-driven content to boost employee participation.
Achievers caters to organisations ranging from 500 employees to large Fortune 500 companies like Marriott, Deloitte, 3M, and Microsoft. Annually, Achievers' members share tens of millions of recognition and celebration moments, highlighting its popularity and effectiveness. Continuous product enhancement is essential for maintaining its market leadership.
In 2024, Achievers became available on Google Cloud Marketplace, enhancing its strategic partnership with Google Cloud. This expansion streamlines procurement and management for customers, providing a reliable, real-time global network that delivers an exceptional user experience and performance. Integrations with Google Chat and Gmail will ensure seamless recognition within the workflow, demonstrating Achievers' commitment to empowering employee appreciation and recognition.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2011
$24.5m
SERIES C
May 2009
$6.9m
SERIES B
Total funding: $39.4m
Company benefits
- Parental Leave Top-up 👶🏼
- Health Benefits and Life Insurance Coverage Upon Your First Day 🩺
- RRSP Matching 🙌🏼
- Flexible Vacation 🏖️
- Employee and Family Assistance Program 🤝🏽
- Full access to the LinkedIn Learning Library 👩💻
- Internal Mentorship Program 🎓
- Employee-Led Employee Resource Groups 👏🏼
- A beautiful office space located in Liberty Village, Toronto 🇨🇦
- Participation in our Points-based Employee Recognition Program ✨
- Opportunities for professional development and career growth 📈
Company HQ
King West Village, Toronto, ON
Leadership
Scott Landers
(CEO)Before joining Achievers, he was on the Board of Directors at Bridgeline Digital and was the Chairman & CEO of Harver. He is currently also a Member of the Board of Directors at the Centre for Women & Enterprise.
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