Systems Analyst

Job Description Summary: Reporting to the Manager, Technical Support, system analysts act as the first point of contact for all technical and support-related queries from property managers and residents. Their role is determining the root cause of the technical issue and working with adjacent teams to provide timely, long-term solutions for technical issues. They will be held accountable for ticket times, and customer satisfaction in their KPIs and performance.

Technical Support  

●  Act as the first point of contact for technical issues related to CCTV, HVAC, Intercom, Access Control or our internal Apps and work to resolve them efficiently.

●  Troubleshoot software, hardware, and network problems, escalating more complex issues when necessary.

●  Assist customers or internal teams in resolving technical issues via phone, email, or live chat. Provide clear and concise instructions to guide users through troubleshooting steps.

●  Take full ownership of reported issues from the initial contact through to resolution, ensuring timely follow-up and resolution within agreed-upon SLAs (Service Level Agreements).

●  Accurately document all support cases in the ticketing system.

●  Collaborate with other departments such as engineering and product management to resolve complex issues and identify long-term solutions. 

●  Address and resolve system-related issues, working closely with technical teams to provide timely solutions.

●  Perform on-site testing and troubleshooting as needed, ensuring that hardware, software, and systems are functioning as expected. Support on-site installations, configuration, and diagnostic testing when required.

●  Assist in the implementation of new systems or upgrades, ensuring smooth transitions and minimal disruptions to the clients and residents.

●  This role may require work during weekends and holidays as needed

Business and Process Improvement  

●  Create positive customer experiences by responding through your interactions and swift resolution of ticket

●  Analyze user feedback and collaborating with internal Design, Development and Installation teams to turn insights into product improvements

●  Create clear and comprehensive documentation for the system workflows, and user manuals.

Systems and Root Cause Analysis 

●  Analyze existing systems and processes, identify inefficiencies, and recommend improvements. Design and model new systems and workflows.

●  Identify root causes of technical issues, working with development to solution issues long-term, decreasing ticket volume over time.

●  Work closely with developers to create system specifications, develop functional requirements to fix client issues, and ensure the technical solution aligns with customer needs, the product roadmap and business needs

Qualifications:

●  Bachelor’s degree in computer science, Information Technology, Business, or a related f ield, equivalent work experience or a combination of work experience and education. 

●  5 years of hands- on experience configuring and troubleshooting  CCTV systems (IP/network-based, NVR configurations, video analytics),  Access Control platforms (credentialing, door controllers, secure entry),  Intercom systems (IP-based communication platforms, remote entry / smart solutions) and HVAC systems.

●  Experienced with tools for Remove support (i.e. Remote Desktop Management, VPN Tunnels, etc)

●  Strong analytical and critical thinking skills to identify issues and develop solutions.

●  Excellent written and verbal communication skills to interact with both technical teams and non-technical stakeholders.

●  Ability to create precise system documentation and specifications.

●  Experienced with ERP or CRM systems, including ticketing systems (HubSpot, Jira, Zendesk)

●  Knowledge of cloud-based technologies

●  Familiarity with data analysis tools and business intelligence systems

●  Strong understanding of property management solutions for residential and commercial

●  Ability to speak French is considered a plus 

What We Offer:

●  A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment.

●  Work with an incredible product – we truly believe we have the best product on the market.

●  Trust and flexibility  : Work from home, unlimited paid  time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.

●  Competitive compensation structure and 100% employer-paid benefits.

●  Extra perks  : Employee stock option packages,  employer-paid benefits,  and support for professional growth.

Working with Us: As a proud equal-opportunity employer, we consider all applicants for employment and encourage those who identify as members of underrepresented communities to apply to join our growing team. Join us, leave your mark, and let’s make something extraordinary together