Support - Customer Support Analyst

at  Upstream Works Software

Who we are?
At Upstream Works, we are all about making life easier – for our partners, customers, and each other. Together, we build innovative solutions that make an impact – whether it is making agents more productive, improving the customer experience, or helping our team be the best version of themselves. Across the organization is an unwavering commitment to learning, career development, and personal growth. Our teams collaborate and motivate each other, and the result is a culture of innovation.
We are passionate about creating software that helps organizations provide great customer experiences. Our company motto is Faciemus Quae Dicimus, which means We Will Do What We Say – and we stand by it. Upstreamians work hard and play hard, collaborating on solutions and celebrating our successes together.
We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy a flexible work culture, regular employee meetups, and making the extra effort to do what we say we will, and make sure it benefits all of us. Here everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.
At Upstream Works, our values shape everything we do for our partners, our customers, and our team: accountability, collaboration, innovation and excellence.

THE OPPORTUNITY:

You are a hot shot problem solver, always prepared to stand by your promises and deliver exceptional customer and partner experiences. We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and omnichannel world of the contact center. Our goal is to be the number one agent desktop solutions provider and we are well on our way. We are currently looking for a talented trouble-shooter who will be a key contributor to the success of Upstream Works.

POSITION SUMMARY:

Reporting to the Support Manager, the Support Analyst will play a key role in providing support to our customers and deploying our solution for new customers. The successful candidate will be a full-time member of the Support team and will work alongside support staff and senior developers to provide solutions and resolutions to our customers and partners. This job will involve working with experts in Microsoft SQL, Networking, Windows server administration, and Javascript. There’s lots of opportunity to learn in these areas from experts in the field. You will be the first line of contact for Upstream Works customers and partners.

Here’s how your support, technical and communication skills come into play:

• 1 - 2 years of experience in technical or software support. Co-op or internship experience will work as well.
• Excellent oral and written communication skills
• Ability to prioritize effectively and multitask proactively
• Outstanding customer service skills
• Strong troubleshooting and analytical thinking skills
• Hardware/Software experience with servers and desktops in a Windows environment
• Solid understanding of Windows (10), Windows Server (2016, and 2019), IIS, VMware, SQL databases
• As some of our customer’s data is governed by privacy laws, a security check may be required
• Flexibility to work evenings and weekends as required
• Undergraduate degree in Science, Technology, Engineering or Mathematics (STEM). New grads are welcome to apply!
• You are legally entitled to work in Canada
• Experience with AWS or JavaScript are asset

• Be a full-time member of the Support team
• Provide first level support via phone and email
• Track issue progress using our JIRA ticketing system
• Perform remote and occasional onsite technical support
• Install and configure solutions for customers
• Maintain an open line of communication with management on current support issues
• Create and maintain internal Knowledge Base articles
• Provide emergency on-call support
• Some travel may be required within North America
• Assist with organizational IT tasks
• Coordinate system review with the Infrastructure Analyst (IA) as required

Here’s how your support, technical and communication skills come into play:

• 1 - 2 years of experience in technical or software support. Co-op or internship experience will work as well.
• Excellent oral and written communication skills
• Ability to prioritize effectively and multitask proactively
• Outstanding customer service skills
• Strong troubleshooting and analytical thinking skills
• Hardware/Software experience with servers and desktops in a Windows environment
• Solid understanding of Windows (10), Windows Server (2016, and 2019), IIS, VMware, SQL databases
• As some of our customer’s data is governed by privacy laws, a security check may be required
• Flexibility to work evenings and weekends as required
• Undergraduate degree in Science, Technology, Engineering or Mathematics (STEM). New grads are welcome to apply!
• You are legally entitled to work in Canada
• Experience with AWS or JavaScript are assets

Upstream Works welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Given the evolving COVID-19 situation and its impact on the way we work, Upstream Works is committed to taking every precaution reasonable in the circumstances to provide a healthy and safe environment for all staff members, contractors and visitors. We believe that each employee plays a vital role in preventing the spread of COVID-19 in the workplace. As such, Upstream Works requires all employees to be fully vaccinated and boosted. Successful candidates will be asked to provide proof of their COVID-19 vaccination status. Information regarding all individual’s vaccination status will only be collected, used, and disclosed exclusively to ensure a safe work environment. It will be stored in a secure location and protected and in accordance with our Privacy Policy and all applicable privacy legislation and regulations. This requirement is subject to the Ontario Human Rights Code or applicable human rights legislations in other Canadian provinces or countries in which Upstream Works operates. Accommodation will be provided to candidates who are legally entitled to accommodation under the human rights legislation such as the Ontario Human Rights Code and applicable human rights legislations in other Canadian provinces or countries in which Upstream works operates. We will continue to stay abreast of all requirements and follow all current Public Health guidelines to protect ourselves and others