Sr. Tech. Support Analyst

Job Description

This is a hybrid role to be located in our Toronto, Canada office. Visa requires at least 3 days in office (details to be confirmed by the Hiring Manager).

• Interface with Elite Care primary team.
• Interface with customers via telephone, email, Teams sessions, CMS, etc.
• Troubleshoot, reproduce, debug, and diagnose customer issues.
• Provide prompt and accurate responses to customers within our SLA.
• Log software defects using a bug tracking system and work closely with technology and product teams to track them to resolution.
• Proactively provide regular and timely follow‑ups with customers, including recommendations, workarounds, updates, and action plans.
• Document action plans and progress in case tracking systems.
• Escalate complex issues to management as per internal processes and guidelines.
• Leverage internal technical e...