Company Description FYB is dedicated to empowering individuals and organizations through industry-leading expertise, best-in-class technology, and exceptional customer support. FYB’s culture is based on our key values of innovation, teamwork, transparency, accountability and integrity - encouraging team members to support one another to achieve shared goals.

Role Description: The Help Desk Support Analyst is a full-time remote role responsible for providing all levels of technical assistance to our customers in their use of OpenText Content Manager (TRIM).

In this position, the analyst will respond to support tickets, and guide users through step-by-step solutions using FYB's extensive knowledge-base, documented expertise, and best in class systems and technology. The role includes documenting incidents, maintaining accurate records in the help desk system, and escalating complex problems to higher-level support when necessary. The analyst will also contribute to knowledge base articles, support continuous improvement of support processes, and deliver customer-focused service aligned with FYB’s commitment to exceptional support.

Qualifications and Experience

• - Direct Experience with OpenText Content Manager (TRIM) is REQUIRED for this role, ideally in a similar support environment, or potentially as a records and information practitioner.