Technical support analyst I

WHY JYGA?

• Group insurance after your 3-month probation period;
• A retirement plan with employer contribution;
• Flexible hours with weekends off;
• Four days off during the holiday season;
• Flexibility in taking vacation;
• Opportunities for advancement and career development;
• New modern offices;
• Free coffee at all times!
• Free parking;
• Trippy corporate events;
• Other advantages that you can only discover by applying for our offer!

YOUR DAY TO DAY WITH US

The Technical Support Analyst Level II will be responsible for working within a global team that focuses on troubleshooting technical software and hardware issues for all JYGA products. Your main responsibilities will be as follows:

• Provide prompt, efficient and courteous technical support to customers regarding all company products.
• Effectively capture, prioritize and document all incidents via our ticketing system.
• Manage, diagnose and resolve technical incidents that may arise during installation, startup, maintenance and mechanical/electronic repair of products.
• Effectively document technical product bugs while working collaboratively with QA and R&D to improve products.
• Help customers use the hardware and software components of the products.
• Capture troubleshooting steps and techniques to contribute to the JYGA knowledge management database.
• Actively participate in cross-functional R&D teams to contribute to the technological evolution of products.

YOUR LUGGAGE

• DEC in IT/IT support (network management, infrastructure, IT support) or equivalent relevant experience.
• Bilingual, French/English (essential to support our customers in more than 35 countries!)
• Experience working in a fast-paced technical customer service environment with technical skills in troubleshooting, methods and documentation techniques.
• Action-oriented, resourceful, collaborative, autonomous and passionate about technology.
• Knowledge of computer systems, components, Office 365, Teams, TeamViewer.
• Ability to work on-site at Jyga Technologies up to approximately 90% of scheduled time.