Job Description

OVERVIEW

We are looking for a full-time Support and Systems Analyst to join our team and work directly with one of our clients based in Vancouver, Canada. Our client operates three business units -- an online school, a hotel, and student housing -- and you will be providing support across all three.

In this role, you'll assist with process improvement, system setup, and day-to-day technical support, ensuring smooth operations across platforms in hotel management, LMS systems and access control.This is a great opportunity to work in a dynamic environment, support multiple business functions, and grow your expertise in hospitality and education systems.

You'll oversee three key areas:

Technical Support & Troubleshooting Systems Administration & Monitoring Continuous Improvement

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

Provide first-level web, phone, and chat support for students, guests, and staff. Troubleshoot issues related to platform access, user onboarding, and booking systems. Escalate complex or unresolved issues to higher-tier support when necessary. Log all support requests, actions, and resolutions in the ticketing system
Systems Administration & Monitoring

Learn and manage systems such as Mews (Property Management System) and Goki (Smart Access / Lock Management), Salesforce and Classe365. Monitor systems during after-hours for outages, booking issues, or data inconsistencies. Assist in onboarding new users, maintaining accounts, and troubleshooting integrations. Perform routine checks and maintenance on key systems and online tools.
Continuous Improvement & Certification

Undergo training and certification programs to become an expert in Carey Institute's operational systems. Document recurring issues and recommend improvements to enhance system efficiency and user experience. Collaborate with the day team to ensure smooth handoff and consistent communication on ongoing issues.

QUALIFICATIONS

Education: Diploma or Bachelor's degree in Information Systems, Computer Science, or related field preferred. Experience: 1-3 years of experience in technical support, IT helpdesk, or systems administration. Experience supporting web applications, user portals, or SaaS tools. Knowledge of property management or learning management systems is a plus. Technical Skills: Basic understanding of network connectivity, user accounts, and system access. Familiarity with support tools like Zendesk, Freshdesk, or Jira is an asset. Comfortable learning new software platforms (training provided). Soft Skills: Excellent communication and customer service skills (spoken and written English). Strong analytical thinking and problem-solving skills. Ability to work independently, prioritize tasks, and handle multiple support tickets efficiently.
Job Type: Full-time

Pay: ?426,336.30 - ?843,599.20 per year

Benefits:

Flexible schedule Health insurance Leave encashment Life insurance Provident Fund Work from home
Work Location: Remote