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About the Role

As a Support Analyst on the Application Support team, you will provide frontline support and guidance to clients in a challenging, quality-conscious environment. You will ensure timely resolution of issues in business-critical production environments, playing a key role in maintaining client satisfaction and delivering high-quality support with opportunities for career growth.

Responsibilities

• Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays.
• Act as the first point of contact for clients, delivering timely and professional support via phone and ticketing systems for service requests, configuration changes, and troubleshooting issues.
• Investigate and resolve technical issues by providing clear and concise communication to clients.
• Process client requests for changes to system configurations and permissions.
• Maintain accurate records of client interactions, requests and resolutions.
• Collaborate with internal teams, including Technical Consultants and Product teams, to escalate complex issues.
• Provide clients with information and guidance regarding product functionality, best practices, and available features.
• Contribute to the continuous improvement of support processes and documentation.

Requirements

• Thrive in a fast-paced environment with the ability to prioritize and deliver high-quality support under pressure.
• Strong problem-solving skills, with the ability to think critically, analyze issues, and identify effective solutions.
• Excellent communication skills, able to explain technical concepts clearly and concisely to clients and colleagues.
• Detail-oriented and process-driven, ensuring accuracy and consistency in all tasks.
• Proactive and resourceful with a willingness to take ownership of issues and see them through to resolution.
• A team player who collaborates effectively with others, while also able to work independently.
• Proven experience delivering high-quality customer support in a fast-paced, client-facing environment.
• Strong problem-solving skills, with the ability to quickly assess, prioritize, and resolve technical issues.
• Excellent time management and multitasking abilities.
• Ability to absorb information quickly, think critically, and make decisions under pressure.
• Clear and professional communication skills, both written and verbal.
• A degree or equivalent practical experience.
• The applicant must be authorized to work in the country where this position is located.
• Company does not sponsor work permit applications.

Skills

• Customer support
• Problem-solving
• Technical troubleshooting
• Time management
• Multitasking
• Communication (written and verbal)
• Detail-oriented
• Process-driven
• Collaboration
• Independence
• Trading environment experience (desirable)
• Commodities markets experience (desirable)
• Networking fundamentals (TCP/IP) (desirable)
• SQL Server (desirable)
• API troubleshooting (desirable)
• Monitoring tools (desirable)
• ServiceNow or similar tools (desirable)

Location

• Toronto, ON

Work Type

• Hybrid (2-3 days in office)
• Full-time

Experience Level

• Client-facing experience
• Support experience

Education Level

• Degree or equivalent practical experience

Salary/Compensations

• 50,000/year - 65,000/year CAD

Benefits

• Opportunities to develop expertise
• Career growth opportunities
• Flexibility
• Balance
• Generous time-off and leaves

About the Company

• The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets.
• We are a global team connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress.
• We power some of the nation's most critical systems, fueling capital formation and innovation.
• TMX offers excitement through emerging technology, innovation, ventures, and digital finance.
• We provide connection through multicultural cities, rich connections, and belonging.
• We create impact by powering mission-critical systems that drive global economic advancement, innovation, and growth.
• We support wellness through empathetic leadership, flexibility, balance, and a hybrid workstyle.
• We foster growth through a growth mindset and business expansion.

Equal Opportunity

• TMX is committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate.
• We provide accommodations for applicants and employees who require it.