Customer Support Analyst
About the Role
Join our team of technical experts and report to the Customer Support Manager. In this role, you will be responsible for the installation, monitoring, maintenance, and troubleshooting of Creditron's payment management software, ensuring our clients receive exceptional technical support.
What You'll Do
- Diagnose, troubleshoot, and resolve technical issues related to Creditron products.
- Develop and maintain clear how-to guides and knowledge base articles.
- Install and manage software updates, patches, and new releases for clients.
- Provide friendly and effective customer support via phone and remote access tools (e.g., WebEx).
- Collaborate with third-party vendors to coordinate hardware support and repairs.
- Maintain detailed and accurate records in our incident tracking system.
- Support the physical payment processing hardware.
- Escalate customer billing and renewal inquiries to the appropriate internal teams.
What You'll Need
- A minimum of 5 years of experience in software customer service or technical support.
- A degree or diploma in a computer-related field (e.g., Computer Science, Computer Engineering).
- Proficiency in: Windows Servers, IT/Networking, SQL Server (2022+), IIS, SSRS, SSMS, Python scripting, SQL Server Profiler, and Microsoft Azure.
- A customer-centric mindset with excellent interpersonal skills to work effectively with diverse client roles.
- A proactive and resourceful approach to problem-solving.
- Strong attention to detail and a commitment to seeing tasks through to completion.
- The ability to manage multiple priorities and resolve issues efficiently in a fast-paced environment.
- Clear and professional communication skills, both written and verbal.
- Willingness to travel to customer sites in North America (up to 10%) during peak periods.
- Availability to work Monday to Friday (8:30 AM – 5:00 PM or 11:30 AM – 8:00 PM EST), with flexibility for occasional evening or weekend work for urgent issues.
Bonus Points If You Have
- Certifications in Microsoft Windows Server or MS SQL.
- ITIL certification.
- Experience with accounting or information systems.
- Experience with web application performance and scalability testing.
- Familiarity with computer hardware.
What We Offer You
- 3 weeks of vacation and 5 personal days.
- Comprehensive medical, dental, and vision benefits from day one.
- Company stock ownership and RRSP/401k matching programs.
- Lifestyle perks and wellness benefits.
- Remote work flexibility.
About Us
Creditron, established in 1994, is a leading provider of payment processing and receivables automation solutions for financial institutions, businesses, government entities, and non-profit organizations across North America. With over 400 clients, including some of the world's most sophisticated companies, Creditron's solutions have processed more than 400 million transactions, representing $100 billion. The company emphasizes a culture of shared values and employee engagement, fostering a collaborative and innovative work environment. As part of Harris Healthcare, Creditron offers employees opportunities for professional growth and development within a supportive and dynamic organization.
