Technical Support Analyst

Maplesoft is a leading provider of software tools for engineering, science, research, and teaching. They are seeking a Technical Support Analyst to establish a thorough understanding of their products and provide superior service to customers through various support channels. Responsibilities Promptly and professionally receive incoming customer inquiries through phone, email, Service Cloud or other channels and route the request appropriately Facilitate the resolution of technical support cases and other customer requests; help process customer orders Engage with customers to understand how they are using our products and to promote the services we offer Create FAQ articles to help us better serve our customers Support the adoption and execution of new processes to improve the efficiency of the Customer Success team Positively represent the company with a strong emphasis on superior customer service Skills Post-Secondary education in Mathematics, Science, or Engineering, or equivalent experience Outstanding interpersonal and customer care skills Excellent written and oral communications skills Solid organizational and record-keeping skills Prior experience in customer service or end-user technical support is a definite asset Benefits Professional growth opportunities Flexible and supportive work environment Excellent compensation and benefits Company Overview A leading provider of high-performance software tools for engineering, science, and mathematics. It was founded in 1988, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 51-200 employees. Its website is