Technical Support Analyst
Role Overview
Join Tecsys Customer Care as the first point of contact for customers experiencing issues with Tecsys Elite.
Investigate issues using logs, SQL, and stack traces; resolve cases within Customer Care or coordinate with internal teams.
The role supports customer supply-chain operations and requires clear customer communication through case resolution.
Key Skills for This Role
Full Job Posting
Role overview
Join Tecsys Customer Care as the first point of contact for customers experiencing issues with Tecsys Elite.
Investigate issues using logs, SQL, and stack traces; resolve cases within Customer Care or coordinate with internal teams.
The role supports customer supply-chain operations and requires clear customer communication through case resolution.
About Tecsys
Tecsys provides cloud-based software for healthcare and distribution supply chains and is publicly traded on the Toronto Stock Exchange.
What you will do
- Manage and prioritize incoming ServiceNow cases and multiple issues.
- Troubleshoot Tecsys Elite applications and integrations through logs, research, and problem recreation.
- Use SQL queries and Java-based code and stack traces to identify root causes.
- Confirm business impact, update customers, and provide workarounds when needed.
- Coordinate infrastructure, custom-code, and other-system cases with EBS, Cloud Operations, and BI teams.
- Document solutions in the knowledge base and meet SLA commitments.
What you bring
- University degree or DEC in computer science, IT, or a related field, or equivalent experience.
- Technical support, help desk, or customer-facing support experience; recent graduates with internship or co-op experience are encouraged.
- Strong SQL skills and ability to read Java-based code, logs, and stack traces.
- Excellent written and spoken English is essential for communication outside Quebec; strong listening and explanation skills.
- Logical troubleshooting skills and composure managing multiple cases under pressure.
- Availability for a late shift (4 PM–midnight or 5 PM–1 AM ET) or weekend schedule (8 AM–8 PM ET plus two weekdays); schedules are shared in advance.
Workplace
- The employer describes the role as remote-first.
Benefits
- Benefits and vacation begin on day one; the package includes a pension plan with employer contribution.
- The employer offers remote-first flexibility, learning opportunities, employee events, community initiatives, and collaboration with global teams.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at TECSYS Inc.
Senior Software Developer: Full-stack
, IND
Tecsys is seeking a Senior Full-Stack Software Developer to build and modernize features for its OmniWMS warehouse management platform across front end, back end, and databases. The role calls for 3–7 years of software d
Technical Support Analyst
Ottawa, CAN
Tecsys is seeking a Technical Support Analyst to resolve customer issues with its Elite applications and integrations. The role involves case ownership, troubleshooting with SQL, logs, and Java-based code, and coordinati
Technical Support Analyst
Toronto, CAN
Tecsys is looking for a Technical Support Analyst to troubleshoot customer issues with its Tecsys Elite software and keep supply-chain operations running. Candidates should have technical support experience or equivalent
Financial Operations Analyst
Montréal, CAN
Tecsys is seeking a Financial Operations Analyst to manage and optimize Product and Technology finances and operations. The role analyzes performance, develops forecasts, improves cost processes, and supports financial r