Technical Field Support Analyst providing IT support for Canadian Blood Services operations. Responsible for coordination and management of IT support services and field operations in Brampton, Ontario.
About the role
- Support Technician for a SaaS platform focusing on customer issues resolution and collaboration with technical teams. Ensuring best customer experience through technical support and effective communication.
Responsibilities
- Provide technical support to platform customers, answering questions and handling product-related incidents;
- Analyze, triage, and respond to tickets and emails received through the CRM (HubSpot);
- Investigate reported errors and behaviors by reproducing scenarios and collecting evidence for diagnosis;
- Guide customers on platform features, configurations, and usage workflows;
- Participate in customer meetings to provide clarifications and analyze processes within the system;
- Collaborate with Support, Development, Customer Success, and Sales teams;
- Escalate technical issues to the appropriate teams with structured information and full context;
- Monitor product fixes and improvements, validate outcomes, and communicate updates to customers;
- Contribute to the knowledge base and continuous improvement of support processes.
- Manage priorities and the ticket queue with organization and a sense of urgency.
Requirements
- Bachelor's degree/technologist in progress in Technology or related fields;
- Currently studying for a degree in Technology or related areas;
- Experience in technical customer support (system/software/SaaS support);
- Strong analytical and problem-solving skills;
- Excellent written and verbal communication;
- Ability to read and interpret technical tickets;
- Experience with CRM and ticket management tools;
- Ability to work in a team and interact with technical and business areas;
- Proactive and organized profile.
- Experience with Compliance products, LGPD (Brazilian General Data Protection Law) or Whistleblower/Report Channels;
- Experience working in SaaS companies;
- Prior experience with HubSpot or similar tools;
- Basic knowledge of APIs, integrations, and log analysis.
Benefits
- Health and Dental insurance;
- TotalPass access to fitness and leisure activities;
- Physical and mental health programs (Eleva).
- iFood Benefits card: Flexible balance management to use across categories such as meals, groceries, home office, and more.
- Transportation voucher;
- Or reimbursement for rideshare, shuttle, or parking when not opting for the transportation voucher.
- Profit-sharing (PLR) based on goal attainment, tenure bonuses, wedding or newborn bonuses, and a Day Off during your birthday month.
- Annual allowance for books, courses, or events, plus support for postgraduate, undergraduate, and language studies.
- Life insurance for you and your beneficiaries.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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