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Détails du poste

Job Description: Job Title: Product Support Analyst Duration: 12 Months Location: Toronto, Ontario, CAN, M5X1J9 Temp-to-perm: Possible Remote working: Hybrid - 4 days in office. Bilingualism (EN/FR): FR is an asset Your role Provide advanced support for digital platforms by analyzing, prioritizing, 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 Prerequisites: • 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.

Ce que vous ferez

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

Exigences

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

Compétences indiquées

• Jira · Souhaitée
• SQL · Souhaitée

Autres compétences pertinentes

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

• Application Support
• Incident Management
• Root Cause Analysis
• Jira
• Confluence
• SQL
• Digital Platform Support
• Technical Documentation
• Stakeholder Management
• B2B Support
• Financial Services Knowledge
• Testing and Validation

Domaines d’emploi

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