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Support Analyst

Company


Doxim is a leading provider of Customer Engagement Software for Financial Service Organizations. This software helps financial institutions transform their client experience, communicate more effectively throughout the client lifecycle and improve cross sell and upsell activities that drive increased wallet share. The SaaS-enabled platform addresses key digitization challenges, from automated client onboarding, through improved, personalized communications to anytime, anywhere content access, tailored to a clients’ channel preferences.

Doxim is one of the fastest-growing technology companies in Ontario. We are expanding quickly and seeking a Support Analyst based out of our London, Ontario campus to help sustain that growth by creating content that turns prospects into Doxim users.

Job Definition

The Support Analyst will provide and document first level support for all customer issues and will escalate items as required. This role will work closely with the technical and business teams in order to provide applicable information and customer centric solutions.

You will:

  • Deal with front-line support issues
  • Have hands on and direct interaction with customers
  • Simulate or recreate user problems to help resolve operating difficulties
  • Engage in timely and detailed responses; and follow-up on internal and external customer support problems. (to both internal and external stakeholders)
  • Maintain and create end-user documentation as required
  • Engage in end-user application training (formal and informal).

Must Haves:

  • Understanding of the financial industry or desire to learn
  • Demonstrated customer service skills
  • Working knowledge of MS Office
  • Detail oriented with a strong commitment to quality
  • Excellent communication and organizational skills
  • Post-secondary degree or College Diploma or equivalent
  • Comfortable with using and learning new technology
  • Experience with support and/or customer service, testing and writing documentation

Great to haves:

  • Experience in the financial services sector
  • Experience in Software Training
  • Experience with ASP.NET development
  • Experience working with MS SQL
  • Experience working with IIS, XML and web services is considered a valuable asset
  • Ability to work independently and with a team
  • Good interpersonal skills (written, oral, presentation and documentation skills)
  • Strong work ethic and team player
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