Sobre

• Why You Should Join Us?
• Join a passionate and collaborative team at the forefront of delivering exceptional technical support for Intelex, a leading platform in Environmental, Health, Safety, and Quality (EHSQ) management. As a Support Analyst, you’ll play a key role in helping our customers succeed by resolving technical issues and ensuring a seamless user experience. If you're a problem-solver who thrives in a fast-paced environment and enjoys making a real impact, we’d love to meet you.
• What You’ll Do?

As a Support Analyst, you’ll be the go-to expert for our customers, helping them get the most out of the Intelex platform. Your responsibilities will include

• Managing a dynamic queue of customer support inquiries via our ticketing system, email, and phone.
• Diagnosing and resolving technical issues related to the Intelex software.
• Determining whether issues are system-related or user-related.
• Troubleshooting and debugging qualified system issues.
• Investigating root causes and documenting findings for our Research & Development and Quality Assurance teams.
• Ensuring timely resolution of customer issues in line with service level agreements (SLAs).
• Keeping customers informed on the status of their cases.
• Collaborating with cross-functional teams to deliver high-quality solutions.
• Continuously learning and applying knowledge of Intelex products and services.
• Identifying opportunities for product or process improvements based on customer feedback.
• Maintaining strong customer satisfaction and managing open/closed ticket volumes effectively.
• What You Bring
• Must-Have Skills & Experience
• 1–3 years of experience in technical support, web applications, or quality assurance.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Solid understanding of web-based application architecture.
• Familiarity with object-oriented design principles.
• Degree or diploma in Computer Science, Information Systems, or equivalent experience.
• Nice-to-Have Skills
• Experience with ASP.NET, XML, JavaScript, SQL, or T-SQL.
• Knowledge of Microsoft Office, screen capture, and time-tracking tools.
• Understanding of Environmental, Health, Safety, or Quality (EHSQ) domains.
• Bilingualism is a plus.
• MCSE certification is an asset.
• What You’ll Get
• Competitive salary and performance-based incentives
• Flexible work arrangements (remote/hybrid options)
• Generous paid time off and holidays
• Comprehensive health, dental, and vision insurance
• Professional development and training opportunities
• A collaborative, inclusive, and mission-driven work environment
• Opportunities to grow your career within a global organization
• #LI-NL1
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