Regional Support Product Analyst

  • Location: Calgary
  • Posting Date: August 03, 2022
  • Job Order ID: 884627
  • Consultant: Michael van Olm
  • Industry: IT / Telecomm

For over 100 years our client has had a goal of making the world a safer and better place to live. With well over 3000 standards, codes and related products globally they are the leader in creating a safe place to live for all. The company employees take pride in making a difference in people’s lives through the work that they do.

They are looking for a Regional Support Product Analyst based in Calgary. The Technical Support Analyst ensures customers and stakeholders get the most value from the commercial products. The Analyst maintains and supports e-business applications. such as the Online Subscription Service and the Online Store. The Analyst acts as a technical resource by responding to internal and external customers, members and vendors regarding online products, services and platform applications. The Analyst performs system testing for online services and platforms for to ensure both quality assurance. Monitors and maintains the integrity and accuracy of the data as well as the and functionality optimal system functionality of the systems to maximize the customer/user experience.

  • Provides professional and courteous technical support to customers for existing platforms, online products and services. Acts as a first line of support to customers experiencing platform and online product related issues. Troubleshoots technical environments such as: Salesforce, DRM (vitrium), WebEx Meeting, Adobe, Internet Browsers, CSA Communities, Mobile Devices, SAP, Cybersource, E-Reader/Publication and Public Review Forums, Moodle (e-learning), online, practice exams, etc.
  • Troubleshoots technical issues raised by customers and provides proactive solutions to meet their needs while enforcing internal policies and procedures.
  • Supports WebEx Meeting via hosting virtual course events, which includes assisting internal/external customers and instructors with technical issues. May support with training activities and documentation for new hosts/instructors as needed.
  • Assesses and evaluates customers’ feedback on new and existing online products and brings forward improvement recommendations to management
  • Interfaces with IT, Product Development and external vendors to assess technical environment(s) that require advanced troubleshooting. Logs all challenges, issues, opportunities and analyzes them so that recurring issues can be addressed for future enhancements or platform upgrades
  • Supports innovative product launches and newly built applications as they are being launched into the marketplace when required.
  • Participates in the maintenance and development of new functionalities for existing platforms, services and tools, which could include liaising with external organizations to ensure that partners and customers are supplied with the relevant information and content. Responsible for maintenance of files, monitoring data and reporting. Escalates variances to Management with recommendations for corrective action.
  • Creates and repurposes content for multiple delivery channels: includes content manipulation and conversion to prepare for a device and platform neutral environment. Develops and/or assists in the development of test script plans, user and technical documentation Executes test script plans and maintains documentation as required.
A competitive salary is offered including benefits. If this sounds like the right role for you and you are confident at what you bring to the table, please contact Michael van Olm at MacDonald Search Group 403-444-6487.