Technical Support Analyst
Maplesoft is a leading provider of software tools for engineering, science, research, and teaching. They are seeking a Technical Support Analyst to establish a thorough understanding of their products and provide superior service to customers through various support channels.
Responsibilities
- Promptly and professionally receive incoming customer inquiries through phone, email, Service Cloud or other channels and route the request appropriately
- Facilitate the resolution of technical support cases and other customer requests; help process customer orders
- Engage with customers to understand how they are using our products and to promote the services we offer
- Create FAQ articles to help us better serve our customers
- Support the adoption and execution of new processes to improve the efficiency of the Customer Success team
- Positively represent the company with a strong emphasis on superior customer service
Skills
- Post-Secondary education in Mathematics, Science, or Engineering, or equivalent experience
- Outstanding interpersonal and customer care skills
- Excellent written and oral communications skills
- Solid organizational and record-keeping skills
- Prior experience in customer service or end-user technical support is a definite asset
Benefits
- Professional growth opportunities
- Flexible and supportive work environment
- Excellent compensation and benefits
Company Overview