Quick Summary
As a Technical Support Analyst, you will provide critical technical assistance and support to customers, ensuring timely resolution of technical issues and inquiries related to our products or services. Leveraging your technical expertise, problem-solving skills, and customer service orientation, you will diagnose and troubleshoot technical problems, escalate issues as needed, and deliver high-quality support. This role offers an opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and contribute to customer success and satisfaction.
How You'll Shape Support Services at Achievers
- Deliver unforgettable customer service by finding innovative solutions to meet member needs.
- Assist with technical workload (queue, JIRAs, Projects, etc.) as required.
- Assist internal teams with troubleshooting as needed.
- Act with a sense of urgency to ensure client issues are resolved as quickly as possible.
- Communicate effectively with internal and external stakeholders, follow up, and deliver on action items.
- Provide Tier 2 technical support to external clients by reproducing bugs and determining if Tier 3 support is required.
- Manage software migrations, integrations, and upgrades (HRIS, SSO).
- Manage SFTP server migrations, including discussions with client IT resources, program administrators, and internal resources such as IT, CSMs, and BE.
- Liaise with CSMs and client-side resources to work through issues, structural program changes, data changes, upgrades, and migrations.
- Ensure best practices are followed and create processes as necessary.
- Meet or exceed service level agreements (SLA targets) and other measures of success.
Experience That Will Set You Up for Success
- 2-3 years of customer/support work experience; client support experience is an asset.
- Bachelor's degree completed.
- CRM (Salesforce) experience is required.
- Strong technical background, communication, problem-solving, and interpersonal skills; articulate and creative.
- Basic PHP, HTML & CSS, and SQL skills are an asset.
- Ability to understand technical aspects of software functions.
- Experience working in a team-oriented environment.
- Ability to work extended hours.
- Experience in addressing support tickets/requests in a queue environment (JIRA).
- Experience in a metrics-driven environment is preferred.
- Independent self-starter with a sense of urgency, proven results-oriented.
- Flexible, adaptable, and capable of thinking on your feet.
Why Achievers is a Great Place to Work™
At Achievers, we believe recognition is a powerful driver of connection. With over 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued every day. We are a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.
Our Approach to Total Rewards
We are committed to providing a fair and competitive offer based on what you bring to the team. Each A-Player's compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
The salary range of $55,000 - $65,000 reflects what we reasonably expect to offer for this role based on current market data. The final offer will depend on several factors, including your skills, experience, and any relevant certifications. As with all market-based ranges, these numbers may evolve over time, but we are committed to providing a fair and competitive offer based on what you bring to the team.
Benefits and Perks for Permanent Full-Time Employees
- Rewards for your impact through our Recognition and Rewards program.
- Health Benefits and Life Insurance Coverage beginning on your first day.
- Parental Leave Top-up.
- Employer matched RRSP contributions.
- Flexible Vacation to recharge, so you can bring your best.
- Employee and Family Assistance Program offering mental health, legal, and financial counseling.
- Supported professional development and career growth (Linkedin Learning, mentorship).
- Employee-Led Employee Resource Groups that celebrate our diversity.
- Regular events designed to build connection, belonging, and well-being.
- Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office.
Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools help our recruitment team but never replace decisions made by real people. We believe in a human-first approach to hiring, where your experience, personality, and potential are recognized by people, not algorithms, and where final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.