IT Technical Support Assistant
Valsoft Corporation
UnionWare is looking for a Client Technical Support Analyst to join their team!
UnionWare ULC, based in Winnipeg, Manitoba, has been building and supporting membership-management software for labour unions since 1998. The platform centralizes tasks like membership tracking, dues processing, grievance handling, and event coordination - serving unions across Canada, the U.Rooted in Winnipeg’s vibrant tech community, UnionWare combines local talent and global reach to empower organized labor with streamlined, data-driven tools.
The Client Technical Support Analyst works closely with unions in a customized software environment by providing technical support, managing end-to-end ticket resolution, and maintaining meaningful client relationships. The role combines technical troubleshooting with functional requirement gathering and testing to ensure deliverables meet client needs within prescribed SLAs.
Host virtual client meetings to analyze problems and present solutions. Technical Troubleshooting: Investigate, research, and replicate client-reported issues across both base and customized software environments.
Tactical Coding: Enhance defect analysis by using small SQL queries to review data and logs. Decrease resolution time by performing minor data updates and UI adjustments.
Quality Assurance & Testing: Product Expert: Educate and guide clients in effective use of the software. Build and maintain long-term client partnerships by understanding custom software configurations, union sector challenges, unique client needs, and individual personalities. Agile Ceremonies & Team Collaboration: Actively contribute to Scrum ceremonies (Standups, Planning, Refinement, Retrospectives). Maintain accurate internal and client-facing documentation, including support ticket logs, business rules, knowledgebase articles, and tutorials.
Continuous Process Improvement: 2+ years of helpdesk or software support analyst experience.
- Bachelor’s degree or college diploma in an information technology field or equivalent on the job experience.
- Experience with high-level planning, problem solving and analysis.
- Experience with Agile, Scrum, and Kanban.
- Experience with Office 365.
- Applied knowledge of software development lifecycles.
- Functional knowledge of relational database management systems (RDBMS).
- Functional literacy of SQL with the ability to read, interpret, and execute simple queries.
- AI experience is a bonus.
Excellent client service and communication skills to cultivate strong partnerships.
General technical literacy is paramount.
Personal training plans and professional development.
Flexible work hours and focus on work/life balance.
Health, dental and vision coverage from day one of employment.
GRSP contributions and monthly team-building events.
L'offre d'emploi a été publiée Il y a un mois
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