Support Analyst

Venture outside the ordinary - TMX Careers The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team. Ready to be part of the action? You will be a member of our Application Support team, working as a Support Analyst in a challenging environment with clients that are mercilessly quality conscious. This is a client-facing role focused on providing frontline support and guidance to our clients, ensuring timely resolution and follow up for issues that arise in business-critical, production environments. You will play a key role in maintaining client satisfaction and delivering high quality support, with opportunities to develop your expertise and pursue career growth within the team. Responsibilities Provide support as part of a rotating shift schedule, including early mornings, evenings and public holidays as required to meet the needs of our clients. Be 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 within our products and services. Investigate and resolve technical issues by providing clear and concise communication to clients throughout the process. Process client requests for changes to system configurations and permissions, ensuring that changes are accurately implemented. Maintain accurate records of client interactions, requests and resolutions using our internal support tools. Collaborate with internal teams, including Technical Consultants and Product teams to escalate complex issues when necessary. Provide information and guidance to clients regarding the functionality of our products and services, best practices and available features. Contribute to the continuous improvement of our support processes and documentation. The Person Thrive in a fast paced environment with the ability to prioritise and deliver high quality support under pressure. Strong problem solving skills, with the ability to think critically, analyse 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 when needed. Skills and Experience Essential Proven experience delivering high quality customer support in a fast paced, client facing environment. Strong problem solving skills, with the ability to quickly assess, prioritise and resolve technical issues. Excellent time management and multitasking abilities, being able to balance multiple requests while maintaining accuracy and attention to detail. Ability to absorb information quickly, think critically, and make decisions under pressure. Clear and professional communication skills, both written and verbal, with the confidence to interact with clients and internal teams. A degree or equivalent practical experience. Desirable Experience in a trading environment, particularly within commodities markets. Understanding of networking fundamentals (TCP/IP) and SQL Server for troubleshooting. Familiarity with APIs and basic troubleshooting of API-related issues. Experience using monitoring tools to identify and report system issues. Experience working with service management platforms like ServiceNow or similar tools. This role is hybrid (2 - 3 days in the office) - based in Toronto, ON. Salary Range: 50,000/year -65,000/year CAD Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate’s relevant knowledge, skills, and experience. The recruiting efforts for this role are intended to fill a vacant position. In the market for… Excitement - Explore emerging technology and innovation, as well as ventures and digital finance that shape the future of global markets! Experience the movement of the market while grounded in the stability of close to 200 years of success. Connection - With site hubs in some of the world’s most multicultural cities, we leverage our size and structure to create rich connections and belonging while experiencing powerful global impact through our work. Impact - More than a platform, we use our talents to power mission-critical systems that drive global economic advancement, innovation, and growth. As well, our employee-led Team Impact spreads social good via our giving strategy. Wellness - From empathetic leadership to a culture of flexibility and balance, we believe wellness at work creates the maximum yield and a stronger “we”. Plus, with a cloud-first and hybrid workstyle, as well as generous time-off and leaves, we support a life well lived! Growth - From a growth mindset in our work, to expansion in our business, TMX is home to action-takers energized by the achievement of ambitious growth. Ready to enrich your career with impactful work, leaders who truly care, and the flexibility and programs to help you thrive as part of #TeamTMX ? Apply now. Please note that our company is not currently sponsoring work permit applications and the applicant must be authorized to work in the country where this position is located. 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.

The Support Analyst acts as the first point of contact for clients, providing frontline support and troubleshooting for business-critical production environments. They are responsible for processing system configuration changes, maintaining accurate records, and collaborating with internal teams to resolve complex technical issues.

Candidates must have proven experience in a fast-paced, client-facing support role and strong problem-solving abilities. A degree or equivalent practical experience is required, along with excellent communication skills and the ability to work in a rotating shift schedule.

• Generous time-off • Leaves • Hybrid workstyle • Wellness support

Identified from the job description. Confirm important requirements above.

• Customer support
• Problem solving
• Technical troubleshooting
• Time management
• Multitasking
• Communication
• SQL Server
• Networking fundamentals
• TCP/IP
• API troubleshooting
• Service management
• ServiceNow
• Monitoring tools
• Client relations
• Empathy
• Concision
• Resourcefulness
• Ingenuity
• Technical Issues
• Growth Mindedness
• Emerging Technologies
• Application Programming Interface (API)
• Technical Support
• Customer Support
• Capital Markets
• Commodity Market
• Continuous Improvement Process
• Critical Thinking
• Economic Growth
• Finance
• Global Marketing
• Leadership
• Innovation
• Problem Solving
• Process Driven Development
• Service Management
• SQL (Programming Language)
• Time Management
• Troubleshooting (Problem Solving)
• Prioritization
• Translation Memory EXchange (XML Spec)
• Teamwork
• Detail Oriented

• Customer Service & Support
• Technology
• Finance & Accounting
• Software
• Support Analyst
• Application Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week

Office presence

3 days per week