Posted 11 days ago
Technical Support Analyst
@ Quintessence Wealth
Toronto, Ontario
Overview
Quintessence Wealth is hiring a Technical Support Analyst to provide first-line technical and operational support across internal systems and partner-facing platforms. The role triages tickets, reproduces bugs, tests fixes, and documents issues for developers, requiring 2 to 4 years of support experience and familiarity with ticketing systems such as Freshdesk.
Responsibilities:
- Monitor and respond to incoming support tickets
- Troubleshoot system, data, and user issues
- Reproduce bugs and document findings
- Validate fixes before closing tickets
Requirements summary:
- 2–4 years in technical or application support
- Strong troubleshooting and analytical skills
- Familiarity with Freshdesk or similar ticketing systems
- Clear written and verbal communication
Tools & skills
Source and dates
Source type not verified · humi
- Employer posting date
- 2026-10-26
- First seen by our source
- 2026-10-26
- Source record updated
- 2026-10-26
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Quintessence Wealth
| Field | Value |
|---|---|
| Open jobs on Jobsy | 8 |
Role Purpose
The Support Analyst is responsible for providing first-line technical and operational support across internal systems and partner-facing platforms. This role ensures that issues are triaged, investigated, documented, and resolved efficiently while maintaining a strong service-oriented mindset.
The Support Analyst acts as a bridge between end users and the development team, ensuring that problems are clearly articulated, reproducible, and resolved in a timely manner.
Core Responsibilities
Issue Triage & Resolution
- Monitor and respond to incoming support tickets.
- Troubleshoot system, data, and user-related issues.
- Reproduce reported bugs and document findings clearly.
- Resolve straightforward issues independently and escalate complex ones appropriately.
Communication
- Serve as a professional point of contact for internal teams and/or partners.
- Provide timely updates on ticket status and expected timelines.
- Translate technical explanations into clear, business-friendly language.
Testing & Validation
- Assist in testing new features and enhancements prior to release.
- Validate fixes and confirm issue resolution before closing tickets.
- Provide structured feedback to developers.
Documentation
- Maintain detailed ticket records and troubleshooting notes.
- Contribute to internal knowledge base documentation.
- Help identify recurring issues and recommend process improvements.
Qualifications
- 2–4 years of experience in technical support, operations support, or application support.
- Strong troubleshooting and analytical skills.
- Familiarity with ticketing systems (e.g., Freshdesk).
- Ability to work independently while knowing when to escalate.
- Clear written and verbal communication skills.
What Success Looks Like
- Tickets are handled promptly and accurately.
- Issues are well-documented and reproducible.
- Developers receive clear information to resolve bugs efficiently.
- Users feel informed and supported.
Journal
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