As a Technical Support Analyst, you will play a critical role in providing technical assistance and support to our customers, ensuring the timely resolution of technical issues and inquiries related to our products or services. Leveraging your technical expertise, problem-solving skills, and customer service orientation, you will diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support to meet customer needs and exceed expectations. This role offers an opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and contribute to the success and satisfaction of our customers.
Please note that this role will be working Monday through Friday, from 6 AM to 2 PM EST.
Why You’ll Love This Role
Be the go-to technical expert helping customers and internal teams solve complex challenges while delivering an exceptional support experience.
Work with a variety of technologies, including Salesforce, JIRA, HRIS integrations, SSO, SFTP migrations, and troubleshooting across multiple systems.
Partner closely with Customer Success Managers, Engineering, IT, and client stakeholders to drive successful outcomes for customers.
Take ownership of impactful technical projects, including software migrations, integrations, upgrades, and process improvements.
Thrive in a fast-paced environment where every day brings new challenges, opportunities to learn, and meaningful customer interactions.
Join a collaborative, high-performing team that values innovation, continuous learning, and professional growth.
How you'll shape Support Services at Achievers:
Deliver unforgettable customer service by finding innovative solutions to meet member needs
Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
Assist internal teams with troubleshooting as needed
Act with a sense of urgency to ensure client issues are resolved as quickly as possible
Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
Manage software migrations, integrations and upgrades (HRIS, SSO)
Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations
Ensure best practices are followed and create processes as necessary
Meet or exceed service level agreements (SLA targets) and other measures of success
Experience we feel will set you up for success:
Have 2-3 years of customer/support work experience, experience in Client Support an asset
Have completed a bachelor degree
CRM (Salesforce) experience is required
Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
Basic PHP, HTML & CSS, and SQL skills an asset
Ability to understand technical aspects of software functions
Experience working in a team-oriented environment
Ability to work extended hours
Experience in addressing support tickets/requests in a queue environment (JIRA)
Experience in a metrics driven environment is preferred
Are an independent self-starter with a sense of urgency, proven results orientated
You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
