About the role
Job Description:
Job Title: Product Support Analyst Duration: 12 Months Location: Toronto, Ontario, CAN, M5X1J9 Temp-to-perm: Possible Remote working: Hybrid - 4 days in office. Bilingualism (EN/FR): FR is an asset
Your role
Provide advanced support for digital platforms by analyzing, prioritizing, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer Support product and operational readiness activities, including testing, validation, incident management, service outage communications, internal and external stakeholder engagement, and new product releases Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long-term solutions, process improvements, and enhancements to digital platforms and user experience Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes
Prerequisites:
• Bachelor’s degree and a minimum of three years of experience in an application support or client-facing support role. • Experience in a business-to-business environment, ideally within brokerage, custody services, or financial services. • Knowledge of digital platforms, business systems, or client-facing applications. • Experience using Jira, Confluence, or SQL is considered an asset. • Knowledge of system or application development is considered an asset. • Availability to occasionally provide support outside regular business hours, including during product releases.
About Infotree Global Solutions
Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents.
Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies, and some of the world’s largest nonprofit organizations. Our sustained growth is attributed to our focus and commitment to our thousands of full-time professionals. In today’s market, where high-quality dedicated individuals are in demand; Infotree Global recognizes that an emphasis on understanding, achieving, and exceeding our employee’s goals, aspirations and overall experience is paramount. This “people over profits” mindset has yielded tremendous success for our employees and clients. Our employees have a vast array of assignments available across the world to help achieve and exceed their career goals and our clients have motivated, dedicated, and hardworking professionals on their team. We are here to help the best talent work with the greatest companies to produce innovative results in a variety of industries including but not limited to IT, Engineering, Clinical, Skilled Trades, Finance and Accounting.
Our mission’s success is supported by several industry awards and accolades. If you are looking for a committed and understanding partner, your search ends here.
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About the role
Job Description:
Job Title: Product Support Analyst Duration: 12 Months Location: Toronto, Ontario, CAN, M5X1J9 Temp-to-perm: Possible Remote working: Hybrid - 4 days in office. Bilingualism (EN/FR): FR is an asset
Your role
Provide advanced support for digital platforms by analyzing, prioritizing, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer Support product and operational readiness activities, including testing, validation, incident management, service outage communications, internal and external stakeholder engagement, and new product releases Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long-term solutions, process improvements, and enhancements to digital platforms and user experience Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes
Prerequisites:
• Bachelor’s degree and a minimum of three years of experience in an application support or client-facing support role. • Experience in a business-to-business environment, ideally within brokerage, custody services, or financial services. • Knowledge of digital platforms, business systems, or client-facing applications. • Experience using Jira, Confluence, or SQL is considered an asset. • Knowledge of system or application development is considered an asset. • Availability to occasionally provide support outside regular business hours, including during product releases.
About Infotree Global Solutions
Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents.
Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies, and some of the world’s largest nonprofit organizations. Our sustained growth is attributed to our focus and commitment to our thousands of full-time professionals. In today’s market, where high-quality dedicated individuals are in demand; Infotree Global recognizes that an emphasis on understanding, achieving, and exceeding our employee’s goals, aspirations and overall experience is paramount. This “people over profits” mindset has yielded tremendous success for our employees and clients. Our employees have a vast array of assignments available across the world to help achieve and exceed their career goals and our clients have motivated, dedicated, and hardworking professionals on their team. We are here to help the best talent work with the greatest companies to produce innovative results in a variety of industries including but not limited to IT, Engineering, Clinical, Skilled Trades, Finance and Accounting.
Our mission’s success is supported by several industry awards and accolades. If you are looking for a committed and understanding partner, your search ends here.