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Job Title: Support Analyst

Reporting to: Director, Operations
Location: 123 Commerce Valley Drive East, Markham, Ontario

The Company

Camilion Solutions is a fast-paced, people-focused, thriving company located in Markham. Our employees enjoy our flat management structure, cutting-edge technology and rapid growth that offer tremendous challenges and opportunity for personal growth. Foosball, social events and the nicest people you´ll ever meet don´t hurt either.

Summary

The Support Analyst is a new role at Camilion Solutions, Inc, a growing software company with a fast paced, entrepreneurial environment. As part of the Client Solutions organization the Support Analyst will play an important role by acting as the primary contact for all client and project product issues. The Support Analyst will be responsible for managing issues from creation through to resolution with a focus on ownership, professionalism, and responsiveness. The successful candidate must possess strong technical skills, have proven ability to quickly learn new software products and demonstrate above average communication skills.

Some on-call support will be required.

Accountabilities

External Customer Support

The Support Analyst will work closely with the Support lead to ensure a high level of client satisfaction while meeting the committed service level agreements.

  • Triage client issues to determine who should resolve the issue (Support, R&D, Services)
  • Troubleshoot and resolve Support issues ensuring best practices for issue management are adhered to
  • Act as liaison between the clients and Camilion.s Product Management and R&D groups with respect to product issues
  • Ensure issues are escalated appropriately with internal groups
  • Ensure status and resolution details are accurately captured and communicated to the client in a timely matter

Internal Customer Support

The Support Analyst will be responsible for supporting internal groups when product issues are discovered.

  • Manage and follow up on issues forwarded to Product Management and R&D
  • Troubleshoot product issues originating from Professional Services and PreSales client projects
  • Participate in the transition from client project to production support to ensure transparency to the client

Knowledge and Skills

  • Bachelors Degree in Computer Science or Engineering or Diploma in a related field
  • Commitment to exceptional customer service
  • 3-6 years of Technical Support experience
  • 2-4 years of XML development
  • 2-4 years of experience in a J2EE environment
  • 2-4 years of experience working with relational databases with a focus in Oracle
  • 1-2 years experience working with WebServices
  • 1-2 years experience working with Websphere
  • Effective communication skills; excellent written and spoken English
  • Proven analytical and problem-solving skills
  • Ability to work independently or as a member of a team
  • Demonstrable attention to detail
  • Time management skills, ability to meet deadlines
  • Ability to adapt to change
  • Commitment to continuous learning

How to Apply

If you would like to apply to this position, please send your resume to:
Linda Smith, Recruitment Manager linda.smith@camilion.com
Camilion Solutions www.camilion.com

We thank all applicants for their interest in this opportunity. However, only applicants who are selected for an interview will be contacted.

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