Application Support Analyst - Remote Eligible

Application Support Analyst

Position: Application Support Analyst

Job Profile: Customer Care Analyst / Support / Agent

Location: Remote, Canada, Ontario

Compensation Range Maximum Rate: $80,000 Minimum Rate: $70,000

Current Vacancy: Yes

This Job Posting is for a current vacancy within our organization. AI tools will not be used at any stage of the screening, assessing or selection process. Should you be interviewed for this role, you will be notified within 45 days of the status of your application.

Job Description

Who We Are

Trapeze Software Inc is part of Modaxo's transit portfolio, and an operating group of Constellation Software Inc. We design and deploy best-in class technologies like enterprise asset management, workforce management, mobility solutions, and more for public transportation agencies. Our technology helps our customers find new ways to increase ridership, improve passenger experience, and achieve operational excellence. At Trapeze, we strive to ensure our employees succeed in all aspects of their career. Our culture provides individuals with ability and opportunity to collaborate, learn and grow. We will provide you with the resources, responsibilities, guidance, and freedom needed to be successful. Building strong and long-lasting relationships are a vital component to working with us. Join our team and be on the way to a rewarding and fulfilling career!

Responsibilities

• Direct one on one telephone, email and on-line support of our customers
• Creation of development "bug" reports, working with development to ensure items are completed and properly tested
• Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times
• Performing standard upgrades and patches (occasional after hours work may be required)
• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate
• Prioritize, balance, multi task competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity
• Promote and maintain high quality, professional, service oriented company image with customers and internal staff
• After hours (on call) support

The Person

The successful candidate will have two to four years of customer application support experience, SQL knowledge and a Bachelor's degree in a technical discipline or equivalent. The candidate should have excellent customer service skills including a patient courteous manner, a clear voice and excellent command of the English language.

• 2 to 4 years of experience in a similar role
• 1 to 3 years of experience providing technical telephone support (min Tier 2)
• Experience providing technical applications support to customers.
• Solid database knowledge and ability to write SQL statements (MS SQL and Oracle)
• Solid software experience in a Windows environment (Windows Server)
• Some experience with XML/XSL, HTML, CSS and JavaScript is an asset
• Working knowledge of network infrastructure (DMZ, WAN/LAN, etc.) is desired.
• Understanding software development lifecycle
• Experience working in a software development environment is an asset.
• Previous experience working in the transit industry is an asset

What's in it for you?

Benefits: Our plans include coverage options for many of life's needs and a focus on wellness programs that are right for you.

Financial Perks: Employee Stock Purchase Plan (15% match on contributions), Company Bonus Plan, Referral Bonus Program, discounts for home/auto insurance, and many more.

Work from Home: option to work remotely, return to the office, or some combination of in office and remote work as it fits your lifestyle.

Flexibility: Choose working hours that work best for you within the core business hours.

Tuition Reimbursement: A commitment to continuous improvement and employee development through our Professional Development Program. Tuition fees and books reimbursed at a 100%. (Some restrictions may apply).

Computer Purchase Plan: upgrade your personal equipment at home with financial support from Trapeze as part of our computer purchase plan.

Office perks: Some of the exciting things to look forward to including regular social events, complimentary drinks, team building events, munch and mingles, and a new and modern office space.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Worker Type: Regular

Number of Openings Available: 1