[Hiring] Technical Support Analyst @Tecsys Inc.

Role Description

As a Technical Support Analyst, you will join our Customer Care team, a team at the heart of keeping Tecsys customers’ supply chain operations running around the clock. You’ll be the first point of contact when a customer runs into an issue with Tecsys Elite.

• Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once.
• Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation.
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes.
• Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution.
• Provide workarounds or alternate solutions when a permanent fix takes time.
• Escalate and coordinate with EBS, Cloud Operations and BI teams when cases involve infrastructure, custom code or other systems.
• Document solutions in the knowledge base and meet SLA commitments.

Qualifications

• A university degree or DEC in computer science, IT or a related field, or equivalent experience.
• Experience in technical support, help desk or a customer-facing support role (up to 3 years); recent graduates with internship or co-op experience are encouraged to apply.
• Strong SQL skills and the ability to read Java-based code, logs and stack traces.
• Excellent written and spoken English, with strong listening skills and the ability to explain technical issues clearly.
• A logical troubleshooting approach and the composure to manage multiple cases under pressure.
• Availability for a late shift (4 PM ET to midnight or 5 PM ET to 1 AM ET) or a weekend-based schedule (8 AM ET to 8 PM ET on weekends plus two weekdays); schedules are shared in advance.
• Fluency in written and spoken English is essential for communicating effectively with clients, suppliers, business partners, and colleagues outside of Quebec.

Benefits

• Remote-first flexibility and the trust to manage your own time.
• Benefits and vacation from day one.
• Pension plan with competitive employer contribution.
• Employee events and community initiatives.
• Room to learn, stretch and take on new challenges.
• Collaboration with global teams.
• We foster an inclusive workplace where everyone feels valued, respected, and empowered to thrive.