Applications Support Analyst - EAM

Job Summary: This a technical position and the successful candidate will provide technical applications support to customers using the Enterprise Asset Management solution, which will involve answering complex questions on function and usage of products. They will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for providing training to customers via ZOOM and by recording videos, supporting user forums, contributing to the knowledge base, and performing application upgrades for clients. You must have the ability to multi-task and escalate tickets to the appropriate staff member. You will serve as primary support liaison between company and customer. This role may require some occasional travel. Job Description: THIS ROLE IS OFFERED REMOTELY WITHIN NORTH AMERICA RESPONSIBILITIES: Resolves clients’ application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements Create development “bug” reports, FAQ’s and knowledge base articles as appropriate Keep customers informed of how and when problems are resolved Involved in any additional follow up testing and troubleshooting Install standard upgrades/updates/patches/releases as necessary, investigate, research, replicate test and resolve client issues in a timely manner (off hours upgrades required) Moderate and diffuse client problems through effective listening skills, positive action, information gathering and/or ticket escalation Prioritize, balance, multitask competing issues with deference to urgency, length of outstanding time and political sensitivity Promotes and maintains a high quality, professional, service-oriented company image among users After hours (on call) support as needed Up to 10% travel within North America REQUIREMENTS: 2 to 5 years of customer technical application support experience is required Working knowledge of various scripting tools and languages MS SQL Client is required and SQL Developer for Oracle is preferred Extensive database knowledge (MS SQL and/or Oracle) is required IIS knowledge is preferred General knowledge of MS Server OS and admin also preferred ASSETS: Further education in a relevant field (ex: computer science) is an asset Knowledge of Windows Server 2008/2012/2014/2016 and/or VMware is an asset Experience with Crystal Reports or other ad hoc reporting tools is an asset Software and hardware experience in a Windows environment is an asset Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is an asset Microsoft Applications - Excel, Word, PowerPoint Previous experience / knowledge of the transit industry or maintenance management is an asset Experience with FASuite or the Trapeze EAM Software a plus Preferred possession of a current Canadian or US passport THE PERSON: Service Minded. You deliver customer and partner support like you expect to receive it; with excellence Excellent oral and written communication skills Willing to go the extra mile with a strong work ethic; self-directed and resourceful Ability working varied hours Worker Type: Regular Number of Openings Available: 1