Technical Support Analyst
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Does surprising and delighting customers make you a happy camper? This might be the place for you…. we're looking for a world class Technical Support Analyst to join our team.

We work in higher education, so that means you'll be going back to school...kind of. You'll be working on a daily basis to provide technical support to students, instructors and staff who use our tool every day to enhance the classroom experience. Beyond that, you'll be problem solving up a storm and working closely with the many stakeholders of the platform!

About the Gig:

  1. Responding to support tickets in a thoughtful, efficient and friendly manner.
  2. You will become a product expert, knowing features, modules and even bugs inside and out!
  3. Report bugs and feature requests and follow up upon implementation.
  4. Finding the root cause. Communicating with the development, product and QA teams to prioritize and resolve customer issues.
  5. Proactively communicate with professors on a regular basis to ensure that all their issues and concerns are being dealt with. We aim to be proactive rather than reactive here at Top Hat.
  6. Contact and liaise with IT departments in universities and explain our requirements to ensure compatibility before the start of classes.

About You:

  1. You are proficient in English and have strong verbal and written communication skills.
  2. You have held a customer facing role previously. And you loved it!
  3. You’re a problem solver and have exceptional diagnostic skills.
  4. You know a lot (some may call you a wizard) about databases and logs. You know what a query is.
  5. You get technology and are considered a nerd (we’re full of them here, don’t be shy). You’re not scared of code and get the logic behind it.
  6. You are obsessively customer focused. You have a high level of customer service aptitude and can manage customer expectations.
  7. Your second nature is time management and prioritization.
  8. You are curious and genuinely investigate the issues your customers are dealing with. You assertively represent the voice of the customer.
  9. You are an amazing communicator. You know how to listen, build rapport and respond empathetically to customers.
  10. You're a master multi-tasker and keep your cool in high-pressure situations.
  11. It would be great if you also knew a thing or two about Salesforce as well.

About Top Hat:

Top Hat’s interactive, cloud-based teaching platform enables professors to engage students inside and outside the classroom with compelling content, tools and activities. Millions of students at 700 leading North American colleges and universities use the Top Hat teaching platform. Headquartered in Toronto, Top Hat has been operating profitably since its 2009 launch.

In 2016, Top Hat was named Canadian StartUp of the Year... and we are pretty proud of our incredible team for the work that got us here. We have a vibrant culture of brilliant people who are innovators, thinkers, and creative geniuses. We believe in defying the status quo and we want smart people like you to join us.