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Technical Support Analyst

October 21 2019
Industries IT: Software
Categories Information Technology, Management, Consulting, Help Desk, Analyst
Ottawa, ON

Technical Support Analysts are required to join our growing team and will play a pivotal role providing our customers with outstanding 1st and 2nd line technical customer support and training (remote and on-site).

We are the world's largest vendor of museum management software, serving over 3,000 customers in over 30 countries. With offices in the UK, Europe, Middle East, North America and Australia, we deliver powerful software solutions to natural history museums, cultural history museums, art museums, herbaria, botanic gardens and archives across the world. We are considered as leaders in our field with our technology used by many of the largest and most well recognised museums and institutions in the world.

Reporting to the Customer Services Manager, you will build and maintain relationships with our customers via telephone, e-mail and face to face - providing outstanding support during and after the installation and configuration of our software products. You will identify the source of problems, recommend solutions and notify the development team to make any product enhancements. Full training on our products, technology and internal processes will be provided.

To qualify for this entry level role… you will need:

  • A post-secondary education in a relevant degree or diploma
  • The ability to communicate clearly and effectively via e-mail, over the phone and face-to-face;
  • The ability to effectively prioritise workload and balance customer demands
  • Strong problem-solving skills and logical thinking
  • The ability to work effectively in a team
  • Outstanding customer service skills
  • An interest in natural sciences and cultural museum collections
  • The ability to travel (up to 25% of the time).

Previous software support experience and/or a relevant technical qualification is highly desirable, but not essential. As is any previous experience of working in a customer facing role, ideally in a business-to-business environment. Experience of any programming languages and fluency in French is also an advantage.

This is an excellent opportunity for a motivated graduate looking for a career with a global software and services company offering excellent career progression and a unique and fun work environment.

To apply, please send us your up-to-date resume and covering letter explaining why you are interested in the position and your salary expectations.

Axiell is an employer committed to the principles of employment equity. We therefore encourage applications from women, Aboriginal peoples, visible minorities, persons with disabilities, and persons of all sexual orientation or gender identity.

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