We are currently seeking a qualified individual to join our dynamic customer-centric Application Support team in Toronto.

BILINGUAL APPLICATION SUPPORT ANALYST

As an integral member of the team, you will bring:

• Full professional fluency in both French and English.
• Proven experience working in a team driven to provide exceptional customer service.
• An inquisitive mind with an interest in E-Commerce systems and application testing.
• Excellent written and oral communication skills.
• Patience and problem-solving skills as an excellent technical trouble-shooter.
• The ability to thrive in a fast-paced environment with multiple and competing priorities.
• Passion for excellence and detail orientation.
• Strong interpersonal skills in order to work with Technical and Non-Technical personnel.

Accountabilities:

• Gain knowledge and expertise on Trisura products sold online, and the E-Commerce platform on which they are delivered.
• Provide first level application support for external and internal E-Commerce users in French and English verbally and in writing.
• Monitor and respond to customer issues, needs and concerns in a timely and high-quality manner.
• Recognize, escalate and resolve emerging problems as they arise.
• Raise and triage tickets with applicable parties (internally or externally), monitor backlog and follow-up as required in a timely manner.
• Reviews all open, in-work, and pending incidents within ticket handling SLAs.
• Route problems and/or refer customers to supervisors, managers or application development team.
• Apply analytical and problem-solving skills to validate the application through careful testing and systems configuration, while working in a team environment.
• Ensure ongoing systems configuration requirements are met, while supporting growth in the form of new and proposed projects
• Provide analytics on the type of calls received, and as part of a broader team find solutions for resolution.
• Actively participates in team meetings.
• Ensuring knowledge base and application service documents are kept up to date.

Qualifications:

• Fluently bilingual, both spoken and written in French and English required.
• 1-2 years of relevant work experience including part-time, summer, and co-op experience with Customer Service and/or QA an asset.
• Completion of post-secondary education in a related field an asset.
• Working knowledge of Zendesk or any incident management system an asset.