Business Support Analyst at USAA analyzing business data and optimizing operations for the Enterprise Litigation team. Responsible for project management, collaboration across departments and process improvement.
About the role
- Technical Support Specialist providing exceptional customer support for troubleshooting and application installation. Involved in managing incidents and maintaining a knowledge base to enhance efficiency.
Responsibilities
- Provide exceptional customer support for troubleshooting, application installation, configuration, and training.
- Resolve first-level issues related to license renewals, software updates, and hardware diagnostics.
- Efficiently manage incidents and requests through ticketing systems.
- Deliver regular updates and clear, timely resolutions to customers.
- Document recurring issues in the knowledge base to improve team efficiency.
- Adhere to and actively participate in support procedures.
- Escalate complex issues to level 2/3 teams and ensure prompt internal follow-up for quick customer response.
Requirements
- Degree in Computer Science or a related field with a solid understanding of Windows software.
- At least 5 years of experience in software technical support or a customer-facing technical role.
- Strong enthusiasm for tackling technical challenges while maintaining close customer interaction.
- Excellent written and verbal communication skills in English and French.
- Customer-service oriented mindset with excellent logical and analytical skills.
- Previous experience in IT helpdesk operations.
- Deep knowledge of Windows operating systems, including Windows 10 and 11.
- Proficiency with networking concepts, including ping, IP addressing, and network troubleshooting.
- Familiarity with remote access tools such as TeamViewer and VNC.
- Basic knowledge of using a Linux terminal.
Benefits
- Health Coverage: Access to medical, dental, and vision insurance plans for you and your family.
- Comprehensive Insurance: Peace of mind with comprehensive coverage, including travel and life insurance.
- Retirement Planning: Secure your future with retirement savings plans and RRSP-matching contributions.
- Work–Life Balance: Flexible schedules and hybrid work options to support work–life balance.
- Paid Time Off: Generous policy including vacation time, public holidays, personal days, and an additional week during the holidays.
- California Fridays: Early-afternoon Fridays in July and August, subject to workload.
- Employee Assistance Program: Confidential counseling for mental well-being.
- Employee Discounts: Exclusive savings on public transit and select hotels.
- Company Events: Participate in social events such as barbecues, parties, and gatherings.
- Office Snacks: Stay energized with snacks, fruit, coffee, and tea.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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