Remote Software Support Analyst - Seasonal Opportunity (Level 1)

Summary

Join our dynamic team as a Software Support Analyst to help meet the demands of a seasonal surge in January 2025. As an experienced problem solver with a service desk background, you'll be a key member of our support team.

Requirements

• Strong understanding of ITIL concepts like incident management, problem management, and change management is essential
• Excellent written and verbal communication skills
• Proactive and organized approach
• 1-3 years of experience in Help Desk Support is preferred, but not required
• Strong attention to detail
• Ability to build and maintain positive relationships
• Driving continuous improvement in the quality of products and services
• Adaptability to new situations and concepts
• Proven ability to self-motivate and work independently, as well as collaboratively within a multidisciplinary team
• Excellent organizational and time management skills
• Confident, clear, and effective communication skills

Responsibilities

• Validate and clarify the issue described in tickets
• Verify that user-reported issues are valid and not the result of misunderstandings or user errors
• Answer all how-to questions with a reference to the internal resources/guides
• Provide step-by-step solutions which are easy to understand for the end-user
• For more complex issues, reproduce and document reproduction steps before escalating
• Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly
• Maintain both high efficiency and high quality of work

Benefits

• Mandatory training will be provided in December to prepare you for the project
• Opportunity to return for the next peak season mid-year, which will last for about two and a half months