Support Analyst

The Support Analyst is responsible for identifying, investigating, managing, and resolving production issues across all Vitality offerings quickly and efficiently. The ability to collaborate with members across the organization is incredibly important and required to drive issues and provide information to appropriate parties.

Responsibilities

• Responding to, and regularly providing updates to, open Support SubTasks with the objective of meeting SLAs.
• Working with internal teams and resources to understand and communicate expected behaviour from Vitality systems.
• Providing communication to stakeholders during escalated defect resolutions.
• Triaging incoming Support tickets and identifying priority of investigations.
• Writing detailed tickets for internal development teams with the objective of Support Defects / Hardening Initiatives being routed through the software development process.
• Other duties as assigned

Requirements

• Support experience and knowledge of Vitality Products
• 2 years experience working in a fast-paced, high-pressure, technical support environment
• Excellent analytical, communication, and writing skills
• In-depth understanding of Vitality's programs
• Working knowledge of Microsoft office tool suite

Preferred

• Bachelor's degree in business or technical field
• STRONGLY prefer VG Customer Care Experience
• Experience managing escalated investigations with white glove clients and internal stakeholders
• Knowledge of SQL, JIRA, Web Application Administration including HTML, JAVA, and Content Management Systems

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Parental Leave

Short Term & Long Term Disability

Training & Development

Hybrid Work

Catered Food & Snacks

Wellness Resources