We are looking for a Product Support Analyst to join a long-term contract opportunity supporting digital products within the staffing and recruitment industry in Toronto, Ontario. This 12-month engagement offers the possibility of extension or conversion and follows a hybrid schedule with four days in the office. In this role, you will help strengthen the client experience by resolving platform-related issues, guiding stakeholders through product support needs, and contributing to ongoing enhancements across digital tools and operational processes.

Responsibilities:
• Deliver senior-level support for digital platforms by assessing issues, setting priorities, and resolving incidents raised by internal teams, clients, and external partners.
• Work closely with business stakeholders, technology teams, vendors, and developers to investigate problems, collect business needs, and help move solutions through to completion.
• Provide clear guidance on platform functionality, support procedures, issue status, interim workarounds, and final resolutions for both technical and non-technical audiences.
• Prepare and refine knowledge articles, user documentation, process guides, and operational materials to improve service consistency and knowledge sharing.
• Contribute to release readiness activities by assisting with testing, validation, incident coordination, outage communications, and stakeholder updates for new or enhanced products.
• Track support volumes, recurring incidents, and user feedback to identify patterns, perform root cause reviews, and recommend lasting improvements to tools and workflows.
• Maintain a strong understanding of product features, digital capabilities, and relevant industry developments to support effective decision-making and service delivery.
• Support cross-functional improvement initiatives related to user experience, operational efficiency, and digital platform performance.
• Use tools such as JIRA, SQL, and related support resources to document issues, monitor progress, and assist with troubleshooting activities.
• Experience supporting digital products, applications, or platforms in a business-facing environment.
• Strong troubleshooting and problem-solving skills with the ability to manage incidents and prioritize competing requests.
• Excellent communication skills with the ability to explain technical concepts clearly to varied audiences.
• Demonstrated experience creating documentation such as procedures, user guides, knowledge articles, or training materials.
• Proven ability to collaborate with internal teams, external vendors, and business partners to resolve issues and improve service delivery.
• Familiarity with tools and processes related to product support, testing, validation, release activities, or incident management.
• Working knowledge of SQL, JIRA, or similar tools used for analysis, tracking, and operational support.
• French language skills are considered an asset.

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