Delego Software Inc. is a leading provider of data security, encryption and tokenization technologies in the financial industry.  We are looking for self-motivated, success-oriented individuals to join our rapidly growing team of professionals.  We offer a challenging, exciting work environment with a commitment to work-life balance, including the potential to work remotely.

If you are a bright, outgoing person who enjoys solving problems and communicating with customers, then you may be interested in a full time position in our Professional Services Department. We have an immediate opening for a qualified Software Support Analyst.

The Software Support Analyst is responsible for providing technical applications support to customers, which involves identifying, troubleshooting and fixing issues with the software.  The analyst will investigate, manage, track and close client support issues, specifically related to the function of the software.

Responsibilities Include:

• Within the support issue tracking system, respond to support tickets which are logged by customers
• Maintain regular communication with the customer regarding new and open support tickets
• Resolve new and open tickets by providing solutions to customers
• Create and maintain issue tracking logs in the support management system
• Liaise with members of the Technology team to escalate and resolve complex technical issues
• Provide internal communication to keep team members informed
• Involved in any additional follow up testing and troubleshooting
• Install and commission the Delego software as required for testing, troubleshooting and for customers as needed.
• Build and maintain knowledge database of common issues, frequently asked questions and information memoranda as appropriate
• Install standard upgrades/updates/patches/releases as necessary, investigate, research, replicate test and resolve client issues in a timely manner
• Identify opportunities to upgrade/upsell customers.  Communicate leads to the Business Development Team.
• Use effective listening and dispute resolution skills to gain customer confidence and provide positive outcomes.

Requirements:

• Two to five years of software support experience and a Bachelor's degree in business or computer science.    
• Experience working with various Unix and Windows operating systems. 
• The candidate must be a self-starter and a fast learner. 
• Exceptional oral and written communication proficiency and excellent customer services skills are essential

Assets:

• Experience with computer networks and Java.
• Experience working with SAP software
• Experience with incident reporting systems.  

The Software Support Analyst reports directly to the Vice President of Professional Services.

Interested applicants should submit a cover letter and resume, in confidence to:  Larry Chevalier,  [email protected].

No telephone calls please.