About this role
*Company Description: *
Located downtown Vancouver, QuoteMedia (www.quotemedia.com) is a leading provider of stock market data and research solutions for online brokerages, clearings firms, banks, media portals, public companies, and financial service corporations. Our flag-ship product ? Quotestream (Quotestream.com) - is used by thousands of stock traders and analysts throughout the world.
*Job Description: *
The Technical Support Analyst has responsibility for answering and resolving incoming client inquiries via the support phone and ticketing system. Duties include resolving issues with our online applications, websites, databases, and data.
Working in a team environment and providing world-class customer service. The Support Level 1 team works directly with customers on a daily basis to resolve technical product issues, and also acts as a primary point of contact for questions about all of QuoteMedia's products.
*Key Areas of Responsibility: *
* Provide customers with service/support by handling incoming support and inquiries (calls/emails) at the highest possible service level.
* Determine the root-cause of issues and make suggestions to resolve. * Identify and escalate situations requiring urgent attention. * Follow our Help-Desk procedures; logging all customer interactions, proactively
* tracking problems when escalated, providing resolutions that are then documented in our help-desk manual
* Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
*Required Skills:*
* Excellent verbal and written communication skills combined with the ability to work effectively within a team.
* Help Desk/Customer Service/Phone Support experience is required. * Excellent Troubleshooting skills. * Sharp memory, ability to multi-task, and accurately describe instructions/steps to customers via Phone/Email.
Job Type: Full-time
Pay: $40,000.00-$48,000.00 per year
Benefits: * Dental care * Extended health care * Paid time off * Vision care
Work Location: Hybrid remote in Vancouver, BC V6C 3B6