Provide Tier 2 technical support to external clients: diagnose and reproduce bugs, manage software migrations/integrations (HRIS, SSO, SFTP), troubleshoot with internal teams, handle support queues (JIRA), meet SLAs, and communicate with stakeholders to resolve issues.
As a Technical Support Analyst, you will play a critical role in providing technical assistance and support to our customers, ensuring the timely resolution of technical issues and inquiries related to our products or services. Leveraging your technical expertise, problem-solving skills, and customer service orientation, you will diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support to meet customer needs and exceed expectations. This role offers an opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and contribute to the success and satisfaction of our customers.
Please note that this role will be working Monday through Friday, from 6 AM to 2 PM EST.
Why You’ll Love This Role
- Be the go-to technical expert helping customers and internal teams solve complex challenges while delivering an exceptional support experience.
- Work with a variety of technologies, including Salesforce, JIRA, HRIS integrations, SSO, SFTP migrations, and troubleshooting across multiple systems.
- Partner closely with Customer Success Managers, Engineering, IT, and client stakeholders to drive successful outcomes for customers.
- Take ownership of impactful technical projects, including software migrations, integrations, upgrades, and process improvements.
- Thrive in a fast-paced environment where every day brings new challenges, opportunities to learn, and meaningful customer interactions.
- Join a collaborative, high-performing team that values innovation, continuous learning, and professional growth.
How you'll shape Support Services at Achievers:
- Deliver unforgettable customer service by finding innovative solutions to meet member needs
- Assist with Technical workload (queue, JIRAs, Projects, etc..) as required
- Assist internal teams with troubleshooting as needed
- Act with a sense of urgency to ensure client issues are resolved as quickly as possible
- Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
- Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required
- Manage software migrations, integrations and upgrades (HRIS, SSO)
- Migration management to the SFTP server includes discussions with client IT resources, and program administrators along with internal resources such as IT, CSMs and BE
- Liaise with CSMs and resources on client side to work through issues, structural program changes, data changes, upgrades, and migrations
- Ensure best practices are followed and create processes as necessary
- Meet or exceed service level agreements (SLA targets) and other measures of success
Experience we feel will set you up for success:
- Have 2-3 years of customer/support work experience, experience in Client Support an asset
- Have completed a bachelor degree
- CRM (Salesforce) experience is required
- Have strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
- Basic PHP, HTML & CSS, and SQL skills an asset
- Ability to understand technical aspects of software functions
- Experience working in a team-oriented environment
- Ability to work extended hours
- Experience in addressing support tickets/requests in a queue environment (JIRA)
- Experience in a metrics driven environment is preferred
- Are an independent self-starter with a sense of urgency, proven results orientated
- You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
Why Achievers is a Great Place to Work™
At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
$55,000 - $62,000 reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we’re committed to providing a fair and competitive offer based on what you bring to the team.
Benefits and Perks for permanent full-time employees:
✨ Rewards for your impact through our Recognition and Rewards program
🩺 Health Benefits and Life Insurance Coverage beginning on your first day
👶🏼 Parental Leave Top-up
🙌🏼 Employer matched RRSP contributions
🏖️ Flexible Vacation to recharge, so you can bring your best
🤝🏽 Employee and Family Assistance Program offering mental health, legal, and financial counselling
🚀 Supported professional development and career growth (Linkedin Learning, mentorship)
👏🏼 Employee-Led Employee Resource Groups that celebrate our diversity
🧘♀️ Regular events designed to build connection, belonging, and well-being
🇨🇦 Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
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