Employer: 7299362 Canada Inc. o/a Alexa Translations
Address: 2001 Sheppard Ave. E, #801, Toronto, ON M2J 4Z8
Position title: Software Technical Support Analyst
Location of employment: Toronto, ON
Wage: $60,100, plus Group benefit package, including extended medical; annual pay raise is
based on performance, as well as bonuses paid on a discretionary basis as per company policy.
Will provide a personal computer (PC)
Permanent, full-time, 40/hrs per week
Language: English
Alexa Translations is seeking a self-motivated Software Technical Support Analyst to join our
team who brings fresh ideas and demonstrates deep technical support knowledge. The
successful applicant will be involved with day-to-day application support for our Jira systems.
You will work with our product, business users and engineering teams, to ensure that the
systems/applications are available and stable when required.
JOB FUNCTION:
Working as part of the Technical Support Team and QA and reporting directly to the QA
manager, this position is responsible for providing technical and operational support to all
business areas of Alexa Translations. The successful candidate will support a wide range of
systems and work on a variety of service tickets, including highly complex requests which are
related to different platforms, including user’s own. To be successful in this position, you’ll need
to be committed to quality standards, be a critical thinker, and have a strong commitment to end
user and member experience.
JOB DUTIES:
• Offer Tier 2 technical support and provide complex troubleshooting, analysis, and
resolution of technical issues and deficiencies, including but not limited to explaining
features that are linked to the AI model
• As the primary support liaison between the customers and Alexa, will work directly with
customers and internal teams (product, engineering, project management and technical
support peers) to investigate, resolve and respond to reported customer issues
• Provide backup support to other IT service delivery team members as required utilizing
knowledge of such platforms as Trados Studio, MemoQ and Phrase to research and
implement solutions
• Work with customers to upgrade software, including deployment of software to test and
production environments
• Provide high level service delivery to end users and clients through problem
identification, diagnosis, tracking, and resolution strategies
• May supervise other members of Technical Support Team as needed while working
closely with QA Team
• May be required to take part in the applications redesign based on customer and
troubleshooting feedback
• Assist with research and other related projects and duties as assigned
QUALIFICATIONS, SKILLS & EXPERIENCE REQUIREMENTS
- College diploma or university degree in the field of computer science or related field
- Minimum 2 years of experience in a similar role in direct technical customer application
support with proven Tier 2 technical support experience
- Verifiable experience with Rule-based machine learning, Machine Translation Systems
and testing with POSTMAN
- Experience with Windows desktop operating systems including Windows 10, Windows
Active Directory, and Microsoft 365 is essential
- Complex troubleshooting experience along with basic SQL knowledge
- Experience with Jira and Service management, as well as supervision of colleagues
- Excellent written, verbal and communication skills; eager to learn, experience with AI is
required
- Ability to work independently and as a team member
- Ability to work in a fast-paced environment and ability to own issues through resolution
- Willing to go the extra mile with a strong work ethic; self-directed and resourceful.
- Ability to work effectively with others in a team environment as well as independently
with minimal supervision
- Ability to work outside of core operating hours (working outside of the Eastern time zone
hours as maybe needed for internationally located customer base).
About the employer: For two decades, Alexa Translations has been leading the way in the
translation services industry. We do this by providing top-tier quality and award-winning service
for the world’s largest legal and financial institutions. While our technology is ahead of the curve,
it’s always our people that power us. If you’d like to be a part of our growing team and apply for
this position, please get in touch with us and submit your resume to:
recruitment.hr@alexatranslations.com
How-to-apply instructions - here is what you must include in your application:
Cover letter
References attesting experience
This job posting includes screening questions. Please answer the following questions when applying:
Are you currently legally able to work in Canada?
Are you willing to relocate for this position?
Do you have previous experience in this field of employment?
Alexa Translations is an equal opportunity employer which values diversity and inclusivity in the
workplace. Alexa is committed to providing accommodations in all parts of the interview
process. Applicants selected for an interview who require accommodation are asked to advise
accordingly upon the invitation for an interview. Alexa will work with you to meet your needs. All
accommodation information provided will be treated as confidential and used only for the
purpose of providing an accessible candidate experience.
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