What are the responsibilities and job description for the Technical Support Analyst position at Jobgether?
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Analyst based in Canada.
This role sits within a fast-paced technical support environment focused on delivering high-quality assistance to customers using specialized software solutions in the hospitality technology space. You will act as the first point of contact for technical issues, helping clients troubleshoot problems and ensuring smooth system performance across applications and environments. The position involves working across multiple communication channels while maintaining a strong focus on responsiveness, accuracy, and customer satisfaction. You will collaborate closely with internal technical teams to escalate and resolve more complex issues efficiently. The environment is dynamic, customer-centric, and highly collaborative, with opportunities to grow technical expertise. This is a 24/7 support role that requires adaptability and strong problem-solving skills. You will play a key role in ensuring a seamless experience for end users and supporting business continuity.
\n- Provide first-line technical support to customers via phone, email, and chat, ensuring timely and effective resolution of issues.
- Troubleshoot hardware, software, networking, and Windows operating system issues across multiple versions.
- Document, track, and manage customer inquiries and incidents in the ticketing system.
- Collaborate with internal technical teams to escalate and resolve complex technical problems.
- Support custom applications and systems, with training provided as needed.
- Maintain high levels of customer satisfaction through clear communication and structured problem-solving.
- Assist in identifying recurring issues and contributing to knowledge base improvements.
- Ensure adherence to support processes and service standards in a 24/7 rotating environment.
Requirements:
- Experience in technical support, help desk, or IT support roles is preferred.
- Strong understanding of Windows operating systems (Windows 7, 8, 10, 11) and basic troubleshooting techniques.
- Familiarity with networking concepts and general IT infrastructure fundamentals.
- Strong communication skills in English, both written and verbal.
- Ability to diagnose and resolve technical issues in a structured and efficient manner.
- Comfortable working in a rotating 24/7 support schedule.
- Strong customer service mindset with the ability to remain calm under pressure.
- Prior experience in hospitality or SaaS environments is an advantage.
Benefits:
- Competitive salary range aligned with experience (approx. CAD 40,000–53,362).
- Comprehensive health, dental, and vision insurance coverage.
- Extended health benefits and long-term disability coverage.
- RRSP retirement savings plan with employer matching contributions.
- Health spending account for additional wellness support.
- Flexible paid time off policy.
- Opportunity to work in a growing, technology-driven environment.
- Exposure to hospitality-focused software systems and enterprise support operations.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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