Business Support Analyst
Buchanan Technologies
Charlottetown, PE

Position Description:

Under the direction of the Business Support Manager, the Business Support Analyst is responsible for consistently providing clients with accurate information and solutions in a professional and courteous manner. The incumbent performs all duties according to the established Customer Service Policies and Procedures. The successful candidate will be an outstanding communicator with a customer-first mindset. This role is shift work and schedules will be between the hours of 9:30am - 9:30 PM Monday to Friday and Saturday 9:30am - 6:00pm.

Essential Duties/Responsibilities:

  • Respond to telephone calls, email and chat requests for support from clients with the ability to clearly provide guidance and solutions while being enthusiastic about the client needs and experience is essential
  • Provide logistical information and general advice to potential prospects and current clients on services provided
  • Ability to clearly document user cases within the CRM tool with detailed information on the issue, solutions offered, and next steps as necessary
  • Identify, research, and resolve customer challenges as presented by utilizing provided resources. Escalate problems to other support teams when necessary for resolution
  • Providing support and guidance for clients on proprietary application

Required Skills:

  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Ability to tailor communication to a broad audience to ensure recipient gains a strong understanding and has a positive experience
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently and follow direction and best practices
  • Attention to detail and ability to multi-task while talking to customers
  • Flexibility to work shift work based on business needs
  • Experience with MS Office Suite (O365 – Excel, Word, Outlook, etc.)
  • Basic technical aptitude is an asset
  • Strong Communication skills (oral and written) required
  • Previous contact center, customer service, or application support experience is an asset

Why Choose Buchanan…

At Buchanan Technologies, we offer a great employee experience with a fun but professional work environment. Our original Prince Edward Island Support Center is located in beautiful downtown Charlottetown on the top floor of the Atlantic Technology Center. To meet growing client demand, we have added a 2nd PEI based office located at 544 Main Street in the town of Montague. Aside from a competitive salary, Buchanan Technologies is proud to offer various employee programs that help add value to your daily life.

  • Fully Paid Benefits (Single orFamily Coverage) that include Health, Dental, Vision, EAP, Life Insurance, and more…
  • RRSP plan that sees your contributions matched by Buchanan Technologies
  • Technology Purchase program that ensures you always have the latest tech for personal use
  • Paid education/certification program that not only helps you build your professional skills, but is also part of the foundation for semi-annual salary increases
  • Standard vacation allotment + 10 Paid Holidays and 6 paid sick days per year

Job Types: Full-time, Permanent

Salary: $26,000.00 to $27,000.00 /year

Experience:

  • Call center: 1 year (Preferred)
  • Customer Service: 1 year (Required)

Location:

  • Charlottetown, PE (Required)

Language:

  • English (Required)