Product support analyst

Job Title: Product Support Analyst - 7856 Status: Permanent Full-Time Employee or Freelancer (Inc.) – GO ROCK IT Location: Toronto Hours per week: 37,5h Work mode: Hybrid (4 days per week on-site) Target start date: As soon as possible Salary range: Let’s talk! About GO ROCK IT GO ROCK IT is the go-to talent agency specialized in information technology (IT) and digital marketing. Our Agency stands out for the diversity and depth of expertise of its talent, and for the know-how of its recruitment and talent management team. We are at the service of our talent, and attentive to our clients. Driven by continuous improvement, we are committed to ensuring fair and equitable recruitment practices for all. Our recruitment process is fully transparent. If the role we’re offering today isn’t the right fit for you, let’s find one that is! Let’s work together to make sure you reach your professional goals. About the role We are looking for an experienced professional with deep expertise in Product support Analyst acting as a key resource in supporting digital platforms used by our business clients. In this role, you’ll have a positive impact on the client experience through your expertise in application support, problem-solving, and continuous improvement of digital tools. In this role, your main responsibilities will include: Provide advanced support for digital platforms by analysing, prioritising, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer Support product and operational readiness activities, including testing, validation, incident management, service outage communications, internal and external stakeholder engagement, and new product releases Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long-term solutions, process improvements, and enhancements to digital platforms and user experience Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes Candidate Profile Bachelor’s degree and a minimum of three years of experience in an application support or client-facing support role. Experience in a business-to-business environment, ideally within brokerage, custody services, or financial services. Knowledge of digital platforms, business systems, or client-facing applications. Experience using Jira, Confluence, or SQL is considered an asset. Knowledge of system or application development is considered an asset. Availability to occasionally provide support outside regular business hours, including during product releases. Why join GO ROCK IT? At GO ROCK IT, we put people at the heart of our approach. We value our teams’ expertise, advocate for our employees’ interests, and support them in their career growth. We offer a stable and respectful environment, with competitive compensation and benefits, enabling our employees to thrive. Thanks to our strong network and lasting relationships, our talent is part of an engaged, connected community ready to face challenges together. Give meaning to your career. Join us! At GO ROCK IT, we value equity, diversity, and inclusion. We look forward to speaking with you and discovering how we can help you grow in your career, in a dynamic, innovation-driven environment where you will feel respected and valued.

Provide advanced support for digital platforms by troubleshooting incidents and resolving inquiries for business clients and partners. Collaborate with internal teams and vendors to drive resolutions and maintain comprehensive support documentation.

Requires a bachelor's degree and at least three years of experience in application or client-facing support, preferably within financial services. Proficiency with Jira, Confluence, or SQL is considered an asset.

• Competitive Compensation • Benefits

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Application Support
• Problem Solving
• Troubleshooting
• Incident Management
• Root Cause Analysis
• Jira
• Confluence
• SQL
• Technical Documentation
• Client Relationship Management
• Digital Platform Support
• Testing and Validation

• Customer Service & Support
• Technology
• Finance & Accounting
• Software
• Data & Analytics

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Postuler avant le

28 août 2026

Langue de l’offre

anglais

Heures de travail

38 heures par semaine

Présence au bureau

4 jours par semaine

Niveau d’expérience

Associate

Mode de candidature

La candidature directe est offerte