Cambridge, On Technical support analyst Jobs – 6 Openings This Week

Technical Operations Analyst
RideCo —Waterloo, ON
- $55,000–$65,000 a year
- Day shift
- Hybrid work
- Google Suite
- Salesforce
- Microsoft Office
- Dental care
- Flextime
Quick apply
IT Support Analyst
Cirdan —Kitchener-Waterloo, ON
- On call
- Azure
- Laboratory experience
- Windows
Senior Technical Support Analyst
Verily —Waterloo, ON
- $123,000–$138,500 a year
- Full-time
- Computer Science
- Java
- SQL
Support Analyst (Bilingual)
The Syscomm Group —Waterloo, ON
- English
Bilingual Product Support Analyst (Canadian French)
D2L —Kitchener, ON
- $55,000–$65,000 a year
- Weekends as needed
- Computer Science
- Salesforce
- English
- Tuition reimbursement
Quick apply

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Technical Operations Analyst

RideCo -
Waterloo, ON

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Job details

$55,000–$65,000 a year

Qualifications

Jira
Google Suite
Customer communication
Customer relationship building
Client onboarding
Salesforce Platform
Salesforce
Microsoft Office
Zendesk
Confluence
Decision making
Client services
Customer service orientation
Data analytics
Customer support
Client interaction
Help desk

Full job description

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation.

As a Technical Operations Analyst on our Customer Success & Operations team, you will play a pivotal role in supporting both clients and internal stakeholders. You'll be responsible for managing customer requests, troubleshooting technical issues, and ensuring that service delivery meets or exceeds our Key Performance Indicators (KPIs). This role is central to driving customer satisfaction and success, and is part of a high-impact team that serves as a critical link between our clients and the broader organization.

Working Hours:

Candidates must be available to work five consecutive 8-hour shifts per week, scheduled between 5:00 AM and 11:00 PM, with flexibility for shifts any day of the week (Monday through Sunday).

Your day-to-day responsibilities will include:

Learn and support the RideCo software platform, becoming a go-to resource for troubleshooting and issue resolution.
Build and maintain customer relationships by providing superior customer service
Respond to customer questions and concerns quickly and accurately to meet contractual agreements
Assist in the development and maintenance of documentation for internal training material and the customer-facing knowledge base
Identify, reproduce, log product defects, and record all customer interactions in our internal ticketing systems
Work collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolved
Contribute to system reliability by participating in the incident response lifecycle and fulfilling on-call responsibilities as scheduled.
Supporting product configuration, implementation, and data analysis to ensure successful client onboarding and optimal system performance
Other duties/projects as assigned

Preferred qualifications and experience:

3+ years of experience in technical support or a related customer-facing technical role
A passion for solving problems!
Good understanding and experience using MS Office Suite and/or Google Workspace
Experience with any of the following tools would be an asset: Salesforce, Zendesk, JIRA, Confluence
Demonstrated problem-solving abilities in a technical setting
Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
Must be available to travel to client sites within Canada and the United States up to 10% of the time Must be able to travel within 3 months of hire date. Valid Passport/US B1B2 Visa required.
Ability to anticipate and identify internal and external client needs and make appropriate recommendations

Compensation and Benefits:

Base Salary: $55K - $65K + performance-based bonus + stock options
Work-Life Balance & Additional Perks: Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress code
Benefits Plan: Medical, dental, prescription, life/health spending accounts, and more
Work Environment: Located in KW's most desirable work space in the heart of Uptown Waterloo
Commuter Program: Complimentary rides to and from work in Waterloo Region

Who we are:

http://www.rideco.com

RideCo powers on-demand transit. Public transit agencies and fleet operators use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. RideCo is growing rapidly, and it is the most adopted on-demand paratransit and microtransit software among the 10 largest cities in the United States. Our marquee clients include Philadelphia’s SEPTA, RTC Las Vegas, San Antonio Metro, and Houston Metro.

RideCo’s software powers a diverse range of use cases, including paratransit, residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. The success of these services is supported by the industry's best customer service, including a 95% plus customer retention rate. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.

RideCo is proud to be an equal-opportunity employer. We hire the best talent and strive to build a meritocratic culture. In accordance with the Accessibility for Ontarians with Disabilities Act, accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require special accommodation to complete any portion of the application or interview process, please mention this in your application. #Li-Hybrid

Why is this role open? Existing Vacancy

RideCo is committed to a fair and transparent recruitment process. We do not use artificial intelligence (AI) or automated decision-making tools to screen, evaluate, or select candidates. All applications are reviewed and assessed by our hiring team.

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