Job Description

Tender Retail Payment Solutions' team is looking for a new Technical Support analyst to join it's team. The Technical Support Level 1 analyst works closely with external customers and internal team members to assist in the resolution of customers live production payment system issues. The level 1 analyst will provide initial triage of issues that come in via telephone, email and the ticketing system in order to assist in resolving tickets within a targeted timeframe as set out by SLA agreements. Other duties will involve assigning an initial priority to issues, following up regularly with customers and internal departments, log review and escalating to Level 2 support analysts when required.

WHAT WILL BE YOUR NEW ROLE

• Compose technical articles for knowledge base
• Triage incoming tickets
• After hours support
• Answer support phone line, monitor ticketing system and email
• Request and review technical logs
• Work hours may vary from standard business hours

WHAT WE ARE LOOKING FOR

• 1 to 3 years' experience in customer service within a support environment
• Payment Industry knowledge
• Experience with documentation
• Strong ability to multi task
• Fluent in English both verbally and written
• Strong communication skills
• Customer oriented

Extra points if:

• Knowledge of Linux and Windows
• Knowledge of JIRA
• Knowledge of Confluence
• Knowledge of Salesforce

WHAT WE OFFER

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental and Vision coverage from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Flexible work options
• Remote work
• And more!

ABOUT OUR BUSINESS

ACCEO Tender Retail, a division of Harris Computer, has been empowering retailers with leading middleware software and solutions for over two decades. With the complexities of EMV, Tender Retail's expertise and software has enabled the company to take a leadership position in the payment industry. With over 60% of retailers in Canada (those using integrated POS) as clients, and US retailers now preparing for EMV, Tender Retail has set its sights on an aggressive expansion plan in the US.

HOW TO APPLY

If you want to apply to this Technical Support Level 1 position (R0007289), click 'Apply Now' to apply online. If this role does not align with your career goals, feel free to review all our current opportunities here or submit your resume to our Harris Talent Network here for future opportunities.