Technical Support Analyst

Department: Operations

Reports to: CTO

Overview

The technical support analyst will have a strong knowledge of the Zūm Rails products in order to ensure the smooth support of clients and internal teams. The technical support analyst will support troubleshooting technical issues related to Zūm Rails products, while assisting with client integration, and providing timely resolutions to customer inquiries. The role involves working closely with various internal teams to offer proactive solutions to enhance the user experience.

Major Responsibilities

• Ticket Management: Receive, prioritize, and manage incoming support tickets efficiently.

• Troubleshooting: Diagnose and resolve technical issues related to our product.

• Problem-Solving: Identify root causes of problems and implement effective solutions.

• Knowledge Base: Contribute to and maintain a comprehensive knowledge base for troubleshooting and support.

• Customer Service: Provide excellent customer service and build positive relationships with clients.

• Communication: Clearly communicate technical information to both technical and non-technical users, mostly in writing.

• Collaboration: Work closely with other teams (e.g., engineering, client success and sales) to ensure timely issue resolution.

• Other duties as required.

Skills & Abilities

• 1-3 years of experience in account management, customer success, or sales, preferably within the fintech, financial services, or technology sectors.

• Open to review educational experience if no direct work experience through programs such as: Computer Networking and Technical Support, Computer Systems Technology, Information Technology.

• Comfortable identifying, investigating, and resolving common support issues such as failed transactions, API errors, or user account problems.

• Strong interpersonal and communication skills with the ability to explain technical information clearly and patiently to clients, including non-technical users.

• Experience with B2B client support, particularly in a startup environment.

• Excellent problem-solving and analytical abilities.

• Excellent written and verbal communication skills.

• Ability to work independently and as part of a team.

• Experience with ticketing systems (e.g., Hubspot and Jira) is a plus.

• Experience with payment methods in Canada (EFT, Interac, Credit Card) or the US (ACH, Credit Card) is a plus.

This job description outlines the general nature of the job and the level of skill, effort, and responsibility required in order to perform the role at Zūm Rails. This document provides a summary of job-related duties and is not intended to constitute a comprehensive analysis of all job duties or activities that may be requested or necessarily in the fulfillment of this role.