244 Support Analyst jobs in Canada

Job Description

Job Description

Salary:

LBMX is growing again . . .

We are seeking Bilingual Customer Support Analyst.

LBMX is a dynamic and growing software solutions company with an international perspective,locatedin London, Ontario.LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives.With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we are sure to offer a breadth of experience that provides the successful candidate with endless opportunities to expand their abilities.

If you are an experienced candidate looking for an exciting future and youre someone who is passionate about life, takes ownership of their role, isnt afraid to roll up their sleeves and thrives being part of a team then we invite you to apply.

Position Description:

We are looking for a bilingual (French and English) Support Analyst to assist clients with technical support questions and issues through email, phone and/or through video call. You will also be responsible for maintaining new and existing customer set ups as well as investigating technical issues and provide guidance to customers and consult with internal teams for resolution.

The successful candidate must possess superior verbal and written communication skills in both French and English and be committed to providing an exceptional customer experience. The successful candidate will also have strong people and organizational skills and be comfortable as an effective member of a productive team. Requires a high level of computer competency but no experience in computer programming required. Quickly to learn and become an expert of custom and third-party software applications.

Highly technical with the ability to learn and navigate both custom and third-party applications.

This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.

Positions Available: 2

Responsibilities:

• Triaging support issues and determining support priorities as per LBMX support guidelines.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing the root cause and communicating to the appropriate party.
• Act as a primary contact for internal and external customers related to support tickets.
• Owning all customer issues until a satisfactory resolution is reached.
• Follow-up and correspond with customers as required.
• Act as an advocate for customers within internal meetings and discussions.
• Demonstrate commitment and a professional approach to providing excellent customer service.
• Investigate and/or escalate customers technical issues and ensure its resolution while maintaining ownership.
• Work with the Development team to provide customer feedback, helping to continuously provide relevant and high-impact products for clients.
• Developing internal and external support documentation.

Skill Requirements:

• Read, write, and speak in both French and English
• Ability to review and comprehend technical business requirements documentation.
• Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.
• Strong attention to detail. Effective problem-solving and problem-prevention skills.
• Strong verbal skills and ability to develop rapport with people over the phone.
• Enthusiastically work closely with others in a positive team environment.
• Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
• Ability to clearly document new processes and procedures.
• Willingness to eagerly take on new tasks as required.
• Proven ability to self-manage and function effectively in a professional environment.
• Must be fluent in English (reading and writing). Being fluent in French is an asset.
• Passion for constant learning.

Nice to Have:

• Understanding of data files in various forms (i.e. CSV, Excel, XML, etc.) and accompanying file layouts.
• Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.)
• Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.)
• College Diploma or University Degree in accounting, business management, supply chain management, computer science/programming.
• Knowledge of using JIRA, Salesforce and Zendesk

Experience Required:

• Two or more years in a technical customer support setting

The Perks of Working with us!

• Competitive salary and benefits, including a health spending account and employee assistance program
• 3 weeks vacation to start with additional paid LBMX holidays throughout the year
• Company matched GRSP contributions
• Education subsidies for job-related courses
• Maternity/Parental and Compassionate Care Leave Top Up Program
• A healthy work/life balance
• Flexible Summer Hours
• $500 Staples Allowance for new full-time hires
• Named one of Canadas Top 100 Small & Medium Employers (2022, 2023 and 2024)
• Winner of Canada's Top 100 Employer (2025)

LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. LBMX is also committed to providing accommodations throughout the interview and employment process. If you require any accommodations, please let us know and we will work with you to meet your needs.

Job Description

Job Description

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.

OneSpan est à la recherche d'un.e ANALYSTE, SOUTIEN TECHNIQUE APPLICATIONS pour se joindre à notre équipe à Montréal. Selon une approche mettant le client au centre de vos interventions, vous évaluerez et respecterez les niveaux de service requis en plus de résoudre les problématiques techniques de premier niveau et ce, tout en respectant les ententes de service. Finalement, vous participerez à l'amélioration du processus de traitement des cas et de demandes de service.

En rejoignant notre équipe, vous ferez partie d'une équipe de premier niveau, dévouée et déterminée à offrir un support technique hors pair à nos clients. Notre service vise à offrir un service de première qualité et l'essence de notre mission d'assurer une mise en oeuvre rapide des solutions et une résolution des problèmes centrée sur les besoins du client.

En plus de la maîtrise du français, celle de l'espagnol et/ou du portugais est essentielle pour réussir dans ce rôle car vous supporterez des clients d'Amérique Latine.

Principales responsabilités :

• Fournir le meilleur support au client et ce, de manière efficace, courtoise et proactive
• Enregistrer es cas reçus dans l'outil de suivi des demandes
• Attribuer la priorité aux tickets en fonction de leur impact sur les utilisateurs et des directives SLA et identifier la nature leur nature
• Investiguer et offrir un diagnostic de premier niveau pour tous les cas
• Documenter les étapes troubleshooting et les détails de résolution
• Soumettre des suggestions pour les demandes de service
• Assurer l'efficacité des canaux de communication, en tenant les clients informés sur la progression de leur demande selon la fréquence convenues
• Escalader les incidents majeurs au gestionnaire des incidents
• Assigner les tickets à la ligne d'escalade appropriée pour sa résolution
• Effectue suivi auprès du client après résolution
• Transférer vers le gestionnaire des incidents, de manière proactive, les tickets présentant un risque de bris de l'entente de niveau de service
• Fournir au client une formation et une assistance sur l'utilisation sécurisée de nos applications et systèmes
• Assurer la conformité aux normes opérationnelles, aux procédures et aux meilleurs pratiques de l'industrie
• Assurer, en tous temps, la protection des systèmes et des informations des clients
• Le poste pourrait inclure du travail par quarts et / ou des tâches de garde

Exigences minimales :

• Baccalauréat en informatique ou équivalent
• 2 ans d'expérience dans un environnement de support des applications informatiques
• Solides compétences en communication (écrite / parlée)
• ⁠Bien organisé avec une attention aux détails
• Bonnes compétences techniques en informatiques et en service à la clientèle
• Bonne connaissance Windows

Exigences souhaitées :

• Connaissance du français ou de l'espagnol (écrite / parlée)
• REST API
• Scripting (HTML, JSON, CSS,…)
• Connaissance générale en infrastructure
• Langages de programmation (JAVA, C #,…)
• Fondation ITIL

À propos de nous :
Nous VOUS offrons l'occasion de protéger la société des fraudes numériques. Vous occuperez des fonctions et assumerez des responsabilités importantes; votre travail aura des retombées positives. Notre entreprise prend rapidement les mesures nécessaires pour demeurer à la fine pointe des récentes technologies et tendances de l'industrie, afin de mieux orienter et soutenir votre travail. Si vous souhaitez faire partie d'une équipe dont l'objectif est d'aider les organisations à sécuriser leur transformation numérique, nous aimerions vous rencontrer!

Nous savons que la réussite de notre entreprise dépend de personnes de diverses perspectives, idées et cultures. À cet égard, nous sommes déterminés à bâtir une communauté d'appartenance et de liens significatifs. Nous croyons que la création des meilleurs produits et services passe par l'embauche des meilleurs talents.

OneSpan souscrit au principe d'équité en matière d'emploi.

---

OneSpan is looking for an APPLICATION SUPPORT ANALYST to join our team in Montréal. The Support Analyst has responsibility for the handling of all 1st line support cases in the assigned region in a knowledgeable, courteous and responsive way. While meeting initial response time Service Levels for all cases in the assigned region, you will triage and meet overall response time Service Levels for assigned cases. Additionally, the Support Analyst is responsible for suggesting improvements to the case handling process and service requests.

By joining the Customer Support, you will be part of valued A-Class team who is dedicated and determined to offer a word-class technical support to our clients. This team is fully committed to our customers' success. Their knowledgeable and highly responsive services and support team's mission is to ensure timely implementation and problem resolution in the most courteous manner.

Key Responsibilities:

• Deliver World class customer support in a knowledgeable, courteous and responsive way
• Ensure that all cases received are recorded in the ticketing tool
• Assign priority to tickets based upon impact to the users and the SLA guidelines
• Identify nature of tickets based upon reported symptoms and categorization rules
• Provide first-line investigation and diagnosis of all cases
• Document troubleshooting steps and resolution details
• Submit suggestions for service requests
• Responsible for communication, keeping customers informed about their ticket status at agreed intervals
• Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, )
• Escalate Major Incidents to the Incident Manager
• Delegates responsibility by assigning tickets to the appropriate escalation line for resolution
• Performs post-resolution customer review to ensure that all work services are functioning properly, and all ticket documentation is complete
• Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
• Provides customer with training and assistance on secure use of our applications and systems
• Ensures compliance to global operational standards, procedures and best
• Always ensures protection of customer systems and information
• Position could include shift work and/or on-call duties

Minimum Requirements:

• Bachelor's degree in computer science or equivalent
• 2+ years' experience in a Customer/Technical Support environment
• Strong communication skills (written/spoken)
• Well-organized with attention to detail
• Good customer-approach/very customer-centric
• Windows – MS Office

The more of the following requirements, the better:

• French or Spanish knowledge (written/spoken)
• REST API
• Scripting (HTML, JSON, CSS, …)
• General Networking Knowledge
• Programming Languages (JAVA, C#, …)
• ITIL-Foundation

About Us:
We offer YOU the opportunity to protect the world from digital fraud. You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends which inform and help your work. If you want to join a team that helps organizations secure their digital transformation, we want to "meet" you!

We know it takes people with a diversity of perspectives, ideas and culture to make our company succeed We are committed to building a community of belonging and meaningful connections. We believe that hiring the best talent, will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer. For more information please visit our Privacy Center.

#LI-LS1

#LI-hybrid

Job Description

Job Description

Salary:

Position Summary

We are seeking a Level 1 Associate Technical Support Analyst to join our global support team and provide first-line support for our Document Automation clients. You will leverage your technical knowledge and communication skills to troubleshoot issues, guide users, and ensure a high level of customer satisfaction. This is an exciting opportunity for someone early in their career who is a self-starter eager to dig in and grow!

Key Responsibilities

- Serve as the first point of contact for Document Automation support across North America and Europe.

- Troubleshoot technical issues related to integrations (e.g., Dynamics 365, Salesforce, SharePoint, SSO, e-signature tools).

- Manage ticket queues and meet SLAs.

- Maintain strong client relationships through proactive communication.

- Contribute to internal and client-facing documentation.

- Escalate unresolved issues as needed.

- Provide updates on system availability.

Required Qualifications

- 1+ years of experience in technical support within a SaaS or software environment.

- Strong proficiency in Microsoft Word and Office.

-Hands-on experience with Dynamics 365, Salesforce, or SugarCRM.

- Foundational knowledge of web technologies: IIS, JavaScript, XML, JSON.

- Bilingual: Business fluent in English and French

- Strong organizational skills.

-Customer-first attitude

-Self-Starter, Self-Motivated

Nice to Have

- Familiarity with DocuSign, Adobe Sign, etc.

- Knowledge of SSO.

-Experience with SharePoint Online.

Location

Terrebonne, QC. Hybrid 2 days per week from our office.

rue Nationale

Montreal, Quebec

J6W 0E2

About Experlogix

Experlogix helps organizations transform and automate complex processes with powerful CPQ and document automation solutions. Our Document Automation platform supports robust integrations including HTTP, SMTP, MS SharePoint, MS Dynamics 365 (F&O, BC), Salesforce, SugarCRM, SPW, and Single Sign-On (SSO). We also support e-signature tools like Adobe Acrobat Sign, DocuSign, OneSpan, Sertifi, and ConsignO Cloud.

Find Your Passion at Experlogix!

At Experlogix, we strive to create a culture of dedicated and engaged team members with a strong organizational commitment. We emphasize growth and place people in careers, not jobs, with opportunities to grow personally and professionally. Our purpose is to fuel your passion through rewarding careers and opportunities! See why we were named a Top 10 Dynamics Marketplace solution by Microsoft and as one of the best software and service companies in the Silicon Slopes!

Our Company
Celebrating its 20th year anniversary, Experlogix is a global leader in Configure, Price, Quote (CPQ), eCommerce and Document Automation technology, specializing in fully integrated solutions for the Microsoft Dynamics, Salesforce, and SAP platforms. We have physical offices in the US, Canada, Belgium, Ireland and the Netherlands and remote team members worldwide.

Job Description

Job Description

Technical Support Analyst
Vernon, BC
(On-Site)

Role Description:

The Technical Support Analyst is responsible for defining Team Member facing hardware standards, and for working with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate. The Technical Support Analyst is also responsible for managing the design, implementation, installation, and support of the environments for all office and field locations.

Responsibilities:

Technical Support and System Maintenance:

• Respond to, track, and report team members’ break/fix, service, and access requests in a timely manner.
• Install, configure, and provide 2nd-tier support for team member technology devices, tools, and software solutions in both corporate and remote operational locations.
• Build and maintain all Windows desktop images according to industry best practices.
• Automate the deployment of images and applications.
• Configure and support workstations in a Windows networked environment.
• Configure and support printers in a Windows networked environment.
• Configure and support industrial handheld devices.
• Support VoIP Telephony and Video Conferencing.
• Install hardware and networking equipment.
• Participate in the commissioning of the technology infrastructure for corporate office locations and new operational locations for Stores, warehouses, and retread plants.
• Manage and administer team member devices and productivity-related technology solutions such as telephony systems, printing/scanning / faxing systems, and video conferencing systems.
• Establish and maintain close working relationships with vendors and service providers.
• Adhere to the established processes and procedures within the IS Department.
• Requirement to participate in after-hours on-call rotation.

Planning, Development, and Project Support:

• Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
• Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software, and productivity solutions.
• Work closely with team members from other IS Departments and contractors to ensure installations, upgrades, or other changes occur in a coordinated and efficient manner.
• Lead projects when requested, including defining project requirements, project plan, task lists, milestones, and phases.
• Own project progress by tracking activity, publishing progress reports, and taking action when required to resolve problems.

Documentation of Processes and Technical Specifications:

• Create, update, and maintain reference documentation relevant to each location’s IS configuration for use during future changes or technical support activities.
• Maintain clear and detailed documentation for all core responsibilities and associated technologies.
• Keep abreast of technical and industry developments.
• Provide leadership and mentorship to team members.
• Prepare and deliver informative, well-organized presentations and communications.

Job Requirements:

• Minimum 2 years’ experience providing technical support in a domain environment.
• Experience supporting Windows Operating systems.
• Experience with Software and Operating System Deployment, Computer hardware support, Software support, Thin Clients, Industrial Windows Mobile Devices.
• Experience with VoIP telephony systems, TCP/IP-based networks, Switch and router configuration and troubleshooting, and Networked, medium to high volume printers.
• Experience with Remote Support Software, Call Tracking Software, ITIL, Mobile Device Management, Application Virtualization, and Active Directory.

Knowledge, Skills, and Abilities:

• Strong verbal communication and active listening skills.
• Strong troubleshooting skills.
• Creative, innovative thinking, leadership, and solid presentation skills.
• Skilled in liaising with teams to coordinate activities of business, technical, and vendor stakeholders.
• Working knowledge of business applications and technology standards in an enterprise environment.

Education:

• Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training, and experience.

Special Requirements:

• Travel to Kal Tire locations.
• Evening and occasional weekend work may be required.
• Valid BC driver’s license.

What We Offer:

• The target compensation for this role is $67,090-$77,110 per year based on experience.
• We offer a clear path for career advancement with wage increases along the way.
• Comprehensive medical and dental benefits.
• Employee Assistance Program.
• A group RRSP/DPSP matching program.
• Discount on tires and mechanical services.
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

To be considered for this position at this time, candidates must be legally eligible to work for any Canadian employer.

Job Description

Job Description

Cooke is a global seafood company with operations in North America, Europe, South America and Australia. Our company’s success is driven by our dynamic, highly skilled, and innovative management team, supported by dedicated employees who live in coastal communities and contribute to the local area’s economy and sense of community.

The Role

Reporting to the Technical Support Manager, the Technical Support Analyst plays a key role in the implementation, administration, support, and documentation of various infrastructure systems. This position requires strong prioritization and time management skills to ensure all support requests are updated and resolved in a timely manner. The analyst is also responsible for escalating issues to the Incident Coordinator when service level objectives (SLOs) are at risk of being breached. A proactive and detail-oriented approach is essential to maintain high standards of service delivery and operational efficiency.

Core responsibilities will include:

• Infrastructure installation – Network Switches, Racks, Access Points. Production equipment including Hand Scanners, Printers
• Service Desk phone calls, emails – prioritizing work based on urgency, aging requests
• Global infrastructure projects and support, as required
• Contribute document updates for Knowledge Management
• Ability to travel to local sites for support when required
• Identify and investigation of hardware and software issues, performing root cause analysis, and implementing an action plan for the resolution
• All responsibilities to be completed in adherence to global company standards and best practices

Skills and experience required:

• Experience with network device installation
• Experience with VOIP and collaboration endpoints
• Experience with Mobile Device Management (MDM), including Intune
• Experience with Cisco Routing, Switching and Wireless considered an asset
• Experience with MAC OS
• Dependability with a great work ethic, demonstrated initiative, ownership of issues and an exceptional attitude
• Willingness and ability to work extended hours, including weekly on-call rotating shift with Service Desk team
• Ability to work independently and produce results
• Demonstrated self-starter, able to prioritize tasks and stay organized
• Experience troubleshooting complex systems issues is strongly preferred
• Must be comfortable working in a collaborative team environment
• Must be comfortable with ladders and boarding vessels

Join our team and enjoy the benefits of full-time year-round employment with competitive rates and a comprehensive benefits package tailored to support your well-being and career growth.

Benefits Package:

• H ealth Benefits: Includes coverage for dental, vision, and extended medical care.
• Insurance: Life and disability insurance provided for financial security.
• Support Services: Access to an Employee Assistance Program (EAP).
• Financial Planning: Opportunity for RRSP matching to support your retirement savings.
• Time Off: Paid vacation, holidays, and sick leave for work-life balance.
• Wellness: Wellness programs and access to on-site gym facilities (available in some locations).
• Career Development: Professional growth opportunities and avenues for advancement.
• Perks: Employee discounts on company products or services.
• Convenience: On-site parking or parking allowance.

If you're looking to join a supportive team environment with opportunities for personal and professional development, apply now and become part of our dynamic team.

The Why

Why Cooke? Simple - because we are a company that rewards initiative, resourcefulness, and work ethic. We will champion your growth and provide you with the platform to create your path, your career, and your future.

NOTE: The recruiter is reviewing and interviewing eligible applicants for this position as they are received. If you are interested in this posting, you are encouraged to apply as soon as possible.

#cooke-dnp

Job Description

Job Description

Cooke is a global seafood company with operations in North America, Europe, South America and Australia. Our company’s success is driven by our dynamic, highly skilled, and innovative management team, supported by dedicated employees who live in coastal communities and contribute to the local area’s economy and sense of community.

The Role

Reporting to the Technical Support Manager, the Technical Support Analyst plays a key role in the implementation, administration, support, and documentation of various infrastructure systems. This position requires strong prioritization and time management skills to ensure all support requests are updated and resolved in a timely manner. The analyst is also responsible for escalating issues to the Incident Coordinator when service level objectives (SLOs) are at risk of being breached. A proactive and detail-oriented approach is essential to maintain high standards of service delivery and operational efficiency.

Core responsibilities will include:

• Infrastructure installation – Network Switches, Racks, Access Points. Production equipment including Hand Scanners, Printers
• Service Desk phone calls, emails – prioritizing work based on urgency, aging requests
• Global infrastructure projects and support, as required
• Contribute document updates for Knowledge Management
• Ability to travel to local sites for support when required
• Identify and investigation of hardware and software issues, performing root cause analysis, and implementing an action plan for the resolution
• All responsibilities to be completed in adherence to global company standards and best practices

Skills and experience required:

• Experience with network device installation
• Experience with VOIP and collaboration endpoints
• Experience with Mobile Device Management (MDM), including Intune
• Experience with Cisco Routing, Switching and Wireless considered an asset
• Experience with MAC OS
• Dependability with a great work ethic, demonstrated initiative, ownership of issues and an exceptional attitude
• Willingness and ability to work extended hours, including weekly on-call rotating shift with Service Desk team
• Ability to work independently and produce results
• Demonstrated self-starter, able to prioritize tasks and stay organized
• Experience troubleshooting complex systems issues is strongly preferred
• Must be comfortable working in a collaborative team environment
• Must be comfortable with ladders and boarding vessels

Join our team and enjoy the benefits of full-time year-round employment with competitive rates and a comprehensive benefits package tailored to support your well-being and career growth.

Benefits Package:

• H ealth Benefits: Includes coverage for dental, vision, and extended medical care.
• Insurance: Life and disability insurance provided for financial security.
• Support Services: Access to an Employee Assistance Program (EAP).
• Financial Planning: Opportunity for RRSP matching to support your retirement savings.
• Time Off: Paid vacation, holidays, and sick leave for work-life balance.
• Wellness: Wellness programs and access to on-site gym facilities (available in some locations).
• Career Development: Professional growth opportunities and avenues for advancement.
• Perks: Employee discounts on company products or services.
• Convenience: On-site parking or parking allowance.

If you're looking to join a supportive team environment with opportunities for personal and professional development, apply now and become part of our dynamic team.

The Why

Why Cooke? Simple - because we are a company that rewards initiative, resourcefulness, and work ethic. We will champion your growth and provide you with the platform to create your path, your career, and your future.

NOTE: The recruiter is reviewing and interviewing eligible applicants for this position as they are received. If you are interested in this posting, you are encouraged to apply as soon as possible.

Full job description
Knowledge of and experience in CCTV and access control products, server maintenance.
Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
Consult user guides, technical manuals and other documents to research and implement solutions.
Provide advice and training to users in response to identified difficulties.
Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
Provide business systems, network and Internet support to users in response to identified difficulties.

Job Types: Full-time, Permanent

Pay: From $60,000.00 per year

Benefits:

Dental care
Extended health care
Work Location: In person

Job Description

Job Description

FloSports leads the way in delivering world-class digital streaming for millions of fans, families, and athletes in underserved sports. Our digital platform unites casual and dedicated spectators alike, offering thrilling live events from around the world with interactive features, real-time analytics, and powerful broadcast technology. As the essential destination for niche sports content, we deliver everything from breaking news and expert commentary to feature films, documentaries, and multi-episodic series. We've revolutionized the global sports media industry by building a diverse team—technologists and wrestlers, creators and cheerleading experts, designers and hockey enthusiasts, communicators and motorsport fanatics, producers and sports fans—all united by our passion to serve underrepresented sports communities. We're creating the ultimate destination for our sports, and we're looking for people like you to join us!

THE ROLE:

We are seeking a customer-focused, tech-savvy, and bilingual (Canadian French/English) Customer Support Representative to join our dynamic team. In this role, you will serve as the first point of contact for customers, providing timely and professional support via phone and email. You will troubleshoot technical issues, guide partners on platform usage, and collaborate across departments to ensure a seamless customer experience. This position requires strong communication skills, flexibility with rotating shifts, and a passion for problem-solving in a fast-paced, sports-centric environment.

RESPONSIBILITIES

• Deliver timely, friendly, and professional support to customers via phone and email

• Troubleshoot and resolve customer and partner issues in real time

• Escalate bugs or technical issues to the Customer Support leadership team as needed

• Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.

• Guide partners in the use of admin tools, FloHockey software, and general platform features

• Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues

• Maintain and update customer accounts, including subscriptions and billing, following department policies

• Meet or exceed all assigned individual and team performance metrics

PROCESSES

When requested, collaborate with the Team Lead and/or Customer Support Manager to:

• Escalate processes that may require updates or changes

• Document process modifications for future reference and training

• Recommend workflow improvements to enhance efficiency

• Suggest strategies to improve response times and overall customer experience

EXPECTATIONS

• Must be available for rotating shifts, including days, evenings, weekends, and holidays

• Shift times will vary based on operational needs and streaming schedules

• Ability to multitask and perform effectively in a fast-paced environment

• Attend weekly customer support team meetings

• Willingness to take on other duties as assigned

LANGUAGE PROFICIENCY

• Fluent in Canadian French (spoken, written, and reading)

• Skilled at adjusting tone and vocabulary to match various customer profiles, including both formal and informal communication styles

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum of two years of customer service experience (preferred)

• Strong problem-solving skills with a proactive, solution-oriented mindset

• Excellent verbal and written communication skills

• Strong interpersonal skills and the ability to work effectively in a team

• Proficient with computers and comfortable using various technical tools

• Ability to thrive in a fast-paced, dynamic environment

• Flexibility to work a variety of shifts, including days, evenings, and weekends

BONUS POINTS

• Familiarity with WordPress or LeagueStat

• Experience using customer support (CS) or other ticketing systems (e.g., Zendesk, Freshdesk)

• Background in playing ice hockey or strong knowledge of the sport

OUR COMMITMENT TO DIVERSITY:

FloSports exists to elevate the communities, athletes, and sports that have too often been overlooked. That mission starts with our own team. We believe that a diverse, inclusive workplace—one where different perspectives are sought out, heard, and valued—is essential to building a company that can truly serve the full spectrum of sports fans.

We are committed to creating a fair and equitable environment where people from all backgrounds can thrive. To help mitigate bias and expand opportunity, FloSports uses a blind recruiting process that supports more objective, inclusive hiring decisions. We’re intentional in our practices because we believe the best ideas and innovations come from teams that reflect the diversity of the world around us.

OUR BENEFITS:

• Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program

• Free Employee Assistance Program

• RRSP, with company matching 3%

• 15 Vacation days to begin

• 5 Person Paid Emergency Days, 5 Personal Unpaid Emergency days

• 1 Birthday Paid day off

• FloFun social group creating a full calendar of team building and social events for all staff

• Stocked snack bar, fridge, and catered lunches weekly

• Annual equity awards for all top performers

• Company donation to youth teams and leagues that our employees coach

The Full Time Applications Support Analyst plays a pivotal role in the organization with providing the following:
**Business/Field support**
+ Ensure POS system in Canada maintains a high level of availability.
+ Handle and process Identity management in the CARS+ in accordance with the Policy.
+ Ensure CARS+ trouble tickets are resolved in a timely manner.
+ Provide CARS+ support to all field users in Canada.
+ Support field users after hours on an on-call basis on a rotational schedule. Travel to locations when possible, to resolve hardware issues.
**Applications life cycle**
+ Liaise with the CARS+ vendor and prioritize all programming, enhancements and trouble tickets resolutions
+ Working with the relevant Area managers, their management teams and field user to define business requirements.
+ Assist with System release and field bulletin communications with the communication administrator.
+ Ensure acceptance by all stakeholders, through effective Change Management Programs and maintain a consistent CARS+ release schedule.
+ Work closely with project stakeholders and key users to define project scope, goals and deliverables that support their business needs.
+ Track project milestones, identify problem areas before they impact the project and coordinate corrective actions / contingency and establishing escalation procedures.
+ Management of project documentation, ensuring all project documentation is complete, current and stored appropriately.
+ Define and process all BRD's (Business requirements documents) for the point of sale applications in Canada
+ Manage Quality assurance for the CARS+ application.
+ Present post implementation reviews with Manager, Technology Solutions for all projects to ensure that original goals / requirements are being met.
+ Deliver to agreed IT SLA's with stake holders in Canada.
**System integration**
Maintain and monitor all interfaces from CARS+ to the Backend systems (Daily Revenue of Business, Vehicle movement, Tour programs etc.)
**Regulation and Compliance**
+ Ensure compliance with policies, standards and procedures (Including PCI/SOX and all other regulatory policies)
+ Maintain and ensure all the Fees and Tax tables in the POS system in Canada are up-to-date.
**Future of IT**
+ Serve as Subject Matter expert for the current POS systems in and future Technology transformation programs.
+ Engage in new Technology transformation programs to prepare for the transition and beyond
+ Coordinate services and programming transformation programs and plans for the Canada.
+ Backup support for Manager, Technology Solutions.
**Skills/Qualifications**
+ Written Communication, Promoting Process Improvement.
+ Quality Assurance testing, Understand software development principles.
+ Be proficient in the use of Business software (Word, Excel, PowerPoint, Visio, Power BI).
+ Demonstrate a high degree of interest for technological progress.
**Educational Background:**
+ Bachelor's Degree or Diploma in Computer Science,
+ Information Systems or other related field is desirable.
**Professional Experience:**
2+ years of IT and business or industry work experience, with at least 1+ year of direct business analysis or end-user support experience.
**Knowledge:**
+ Proven knowledge on structured project management techniques.
+ Demonstrated knowledge and understanding of the software industry, technical trends and business environment.
+ Experience with Business Analysis Methodologies.
+ Proven ability to meet deadlines while simultaneously working multiple projects
+ Track record of process improvement
+ Ability to effectively work with others in a team environment
+ Good command of English.
+ Basic knowledge of common OS platforms such as Windows and Linux (Optional)
+ End user support
+ QA testing
**Skills:**
+ Must be a motivated individual who works well under pressure
+ Ability to multi-task, prioritize and coordinate tasks
+ Strong customer focus with excellent customer service skills
+ Innovative thinking with a tenacity for success
+ Ability to connect functional teams with technical teams to achieve effective solutions
+ Excellent communication skills with all levels of management, both written and verbal with strong interpersonal and collaborative skills
+ Ability to prioritize to meet multiple deadlines
+ Strong negotiation, influencing and problem resolution skills
+ Troubleshooting skills and thinking out-of-the-box mindset
**Competencies:**
+ Strategy and Creativity
+ Professionalism and Resilience
+ Business and Commercial
+ Customer Service Orientation
+ Results Oriented
+ Innovation
+ Continuous Improvement
+ Agility and Adaptability
+ Driving execution
**What You'll Get:**
+ 40% off any standard Hertz Rental  
+ Paid Time Off
+ Medical, Dental & Vision plan options
+ Retirement programs, including Pension Plan employer matching
+ Employee Assistance Program for employees & family
+ Educational Reimbursement & Discounts
+ Perks & Discounts -Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.