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Customer Support Analyst

NexJ’s Application Support team is responsible for ensuring a high level of customer satisfaction by providing excellence in technical support to partners and Fortune 100 clients for all of NexJ’s solutions.

If you like working with smart, driven people in a passionate and dynamic work environment, you will love it here at NexJ. As an Application Support Analyst you will have the opportunity to use your technical skills, problem solving skills, communication skills, and customer-facing skills and share your knowledge of NexJ’s next generation solutions. This is the perfect job for you if you are a critical thinker, work well independently, are results -driven, and enjoy researching problems and developing creative solutions. The four person team rotates on-call requirements, and so you are also willing to provide 24/7 support on a rotating basis. 

This role reports to the Senior Director of Customer and Technical Support.

Position Accountabilities:

The Application Support Analyst is responsible for supporting our production customers and partners to help ensure their success and overall satisfaction with NexJ’s solutions. This includes:

  • Troubleshooting, analysis and problem determination of complex, highly integrated, highly customized client production environments
  • Support case escalations when required
  • Caseload management including progress activity updates
  • Recommending preferred resolution approach and overseeing solution through to customer deployment
  • Creating, testing and deploying software patches
  • Communicating issue status and action plans, both written and verbal, to customers as per customer service level agreements
  • Creation of post case documentation when necessary (post mortem)
  • Understanding and documenting requirements for customer enhancement requests and working with Product Managers to prioritize and influence NexJ’s product roadmap
  • Creating and updating customer hot fix release notes
  • Tracking details of customer issues in NexJ’s Software Defect Management and Issue/Case Management Systems

Position Requirements:

This position requires an engaging, highly-focused, technically skilled individual with customer-facing experience. A strong desire to accelerate your career by working in a high growth, fast paced environment, with the confidence to be a key contributor this growing function is essential. Key requirements include:

  • Excellent problem-solving skills
  • Self-starter with a track record of taking the initiative to find the right answers
  • Ability to work independently with minimal supervision
  • A strong understanding of Middleware (i.e. experience with JBoss or WebSphere), as well as LANs and WANs
  • Must have strong SQL Server and relational database skills (Oracle, DB2)
  • Understanding of the SIP Model, specifically SaaS
  • Knowledge of one or more object oriented programming languages such as Java, C++ or C#
  • Customer focused with a high degree of professionalism and acumen for critical/high priority production situations
  • Strong written and oral communicator
  • Brainstorming and outside-the-box approach to problem investigation
  • Able to work in a collaborative, cross-departmental environment
  • Software Engineering, Computer Science, or related technical degree or equivalent work experience
  • Understanding of web services technologies such as WSDL/XSD and SOAP is an asset
  • Understanding of enterprise messaging technologies such as JMS and WebSphere MQ is an asset

Our Values

Accountability drives us 
We take ownership and pride in developing quality products. We are accountable to each other and to our clients. Together, we deliver real business value.

Passion sets us apart 
We are driven by our curiosity and passion. We are here to grow and share our knowledge and value.

Collaboration unites us 
We are always open to questions, feedback, and ideas. We succeed as one team and the only thing we leave at the door is our ego.

Trust builds relationships 
We are committed to respect and transparency for our clients and for each other because business is about relationships.

Benefits and Perks

  • Minimum (3) weeks of paid vacation + personal days
  • Parental leave top-up
  • Career growth and leadership training
  • Subsidized Goodlife gym membership
  • Flexible work hours
  • Business casual dress code
  • Fruit Wednesdays and Bagel Fridays
  • Company wide events and outings
  • Discounts from exclusive partners
  • Health benefits and employee assistance programs

NexJ is proud to be an equal opportunity workplace and is committed to creating a diverse work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. If you have a disability or special need that requires accommodation, please let us know by emailing jobs@nexj.com.

Visit our careers page as well as our Instagram (@NexJSystems) to get a glimpse of Life at NexJ!

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