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Customer Support Analyst (SA) - Junior

Support Analyst (Recent Grads Welcome to Apply)

Upstream Works provides software technology for customer care in the rapidly changing social, mobile and multichannel world.  We are in the midst of a major expansion, and are looking for a hot shot problem solver who will be an important contributor to the success of Upstream Works.

Reporting to the Vice President of Professional Services, you will play a key role in providing support to our customers and participate in new deployments.

The successful candidate will be a full-time member of the support team and will work alongside support staff and senior developers to provide industry leading support to our customers. You will be the first line of contact for Upstream’s customers.

The work environment is young, dynamic and entrepreneurial.  We like to get things done, and have fun while we're doing it.  We are an Agile shop, and familiarity with Agile methodology is an asset.

What you'll do:

  • Be a full time member of the support team
  • Provide first and second level support via phone and email
  • Track issue progress using ticketing system
  • Perform remote and occasional onsite technical support
  • Install and configure solutions for new customers
  • Maintain an open line of communication with management on current support issues
  • Participate in an Agile KanBan team
  • Create and maintain technical documentation
  • Deliver administration training
  • Provide emergency on-call support
  • Some travel may be required within North America
  • Assist with organizational IT tasks

What you'll need:

  • 2 - 5 years experience in technical or software support.
  • Excellent oral and written communication skills
  • Ability to prioritize effectively and multitask proactively
  • Outstanding customer service skills
  • Strong troubleshooting and analytical thinking skills
  • Hardware/Software experience with servers and desktops in a Windows environment
  • Solid understanding of Windows (XP and 7 Professional), Windows Server (2003, 2008 and 2012), IIS, VMware, SQL and databases
  • As some of our customer’s data is governed by privacy laws, a security check may be required
  • Flexibility to work evenings and weekends as required.
  • Undergraduate degree in Science, Technology, Engineering or Mathematics (STEM)


We offer a competitive salary and benefits.  We are located at 8000 Jane St in Vaughan, near Hwy 7.  The office is easily accessible by car or transit (both TTC and York Regional Transit).  More information about Upstream Works is available at

Interested candidates may apply by responding to this job posting only.   

And who are we?

At Upstream, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers. We help solve tough problems by integrating software and using analytics to improve efficiency. And, we are proud to say we can do this in the fastest time in the industry.

We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy Christmas parties, family & friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us. Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt!

And because we are lean, everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

At Upstream, we live and work by our culture of collaboration, delivery and respect for each other. When we hand out business cards to our friends and peers, they say: “quae dicimus faciamus” – we do what we say.

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