Reports To: Platform Services Manager (who is located at HQ in Calgary, AB, Canada)
Job Summary:
The Support Analyst will provide support and guidance to users experiencing technical issues relating to Peloton’s Software Systems.

Job Schedule:

• 3 week shift rotation involving on call weekends, early shifts and day shifts

Primary Job Responsibilities:

• Provides technical support and guidance to resolve user problems
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed
• Maintains knowledge of technical innovations, trends, and best practices within Peloton software offerings
• Maintains logs of support services provided in the ticketing system or other appropriate database
• Follows escalation procedures to move issues to the relevant internal teams

Other duties:

• Assists with the installation and set-up and post implementation configuration of Peloton’s software offerings
• Performs other related duties as assigned.

Requirements:

• Related undergraduate degree in either: Information Technologies, Engineering, Computer Science, or a related field.
• Proven experience as a help desk technician or other customer support role is an asset
• Confidence with working knowledge of application servers and databases
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English

Primary Job Responsibilities:

• Provides technical support and guidance to resolve user problems
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed
• Maintains knowledge of technical innovations, trends, and best practices within Peloton software offerings
• Maintains logs of support services provided in the ticketing system or other appropriate database
• Follows escalation procedures to move issues to the relevant internal team

Other duties:

• Assists with the installation and set-up and post implementation configuration of Peloton’s software offerings
• Performs other related duties as assigned