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
- Customer Support Analyst responsible for providing efficient client support at CIAL Dun & Bradstreet. Engaging with clients via various channels to resolve issues and improve processes.
Responsibilities
- Assist customers through multiple channels (chat, phone, or ticketing platform).
- Identify, analyze, and resolve questions, requests, and incidents.
- Accurately record and categorize interactions in the system.
- Ensure clarity, empathy, and conciseness in all communications.
- Prioritize requests according to SLA and severity.
- Escalate cases when necessary, providing full context to other teams.
- Track tickets through to final resolution.
- Identify process improvement opportunities and report recurring feedback.
- Contribute to updating FAQs and the knowledge base.
Requirements
- Previous experience in customer service or support.
- Excellent written and verbal communication skills.
- Organized and detail-oriented.
- Strong analytical and problem-solving abilities.
- Proactive with a strong sense of responsibility.
- Comfortable working with digital systems and tools.
- Nice-to-have: experience with support tools (e.g., Zendesk, Intercom, Freshdesk, Linear, Jira).
- Experience in a SaaS or B2B environment.
- Basic knowledge of customer experience metrics (CSAT, NPS, SLA).
- Experience classifying and analyzing tickets.
Benefits
- We welcome applicants of all backgrounds, regardless of race, ethnicity, gender, sexual orientation, or disability.
- CIAL provides equal opportunity to employees and candidates and prohibits any form of discrimination or harassment based on race, color, religion, age, sex, nationality, disability, genetic information, sexual orientation, gender identity or expression, or any other characteristic protected by law.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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