Technical Customer Support Analyst

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Job Title: Technical Customer Support Analyst

Location: Remote with up to 3 travel engagements per year

Company: MCSL – Millennium Computer Systems Limited

Salary Range: CAD 75,000 - 88,000/annum

Website: www.mcsl.com

Millennium Computer Systems Limited (One of Banyan's Portfolio Company)

MCSL is a trusted partner in the higher education space, delivering technology solutions that empower institutions to transform the student experience. With decades of experience and deep domain knowledge, we support colleges and universities across North America in achieving operational excellence and student success.

Position Summary:

We are seeking a Technical Support Analyst who is passionate about delivering exceptional service, troubleshooting and solving problems, and contributing to the ongoing success of our higher education clients. This role serves as a key connection point between our customers and internal teams, ensuring that every client interaction is thoughtful, responsive, and aligned with our mission.

This position requires the skills of a software developer to be used in a forward-facing way through interactions with our customers to solve their unique challenges and implement their vision by solving problems within Millennium’s development framework. It’s one part Developer, one part Business Analyst, and one part Support Engineer.

Key Responsibilities:

• Triage, investigate and manage technical customer support requests through to resolution, ensuring client satisfaction.
• Implement enterprise software customization requests via established Millennium development framework, primarily through SQL queries or PL/SQL coding.
• Develop, maintain and/or troubleshoot web-based, database-driven systems, with an emphasis on the database layer.
• Draft professional, clear, and effective written communications, including technical documentation and client communications.
• Build and maintain strong relationships with clients, internal stakeholders, and cross-functional teams.
• Proactively identify opportunities for service improvement and act as a customer advocate across the organization.

Requirements:

• Willingness to dig into issues, explore available resources, and attempt to find solutions independently — a balance of initiative and resourcefulness.
• Experience with SQL and Oracle PL/SQL.
• Familiarity with Ellucian Banner.
• 3–5 years of professional experience in a customer success, support, training, software development, dev-ops, technical analyst or related client-facing role.
• Self-motivated and independent problem solver, comfortable working with minimal supervision.
• Excellent client expectation management and interpersonal communication skills.
• Exceptional written communication skills with keen attention to clarity and tone.
• Strong organizational and project management skills, with the ability to juggle multiple priorities effectively.

Preferred Qualifications:

• Experience with Millennium FAST.
• Experience working directly with stakeholders in the University and/or College level higher education space.
• Exposure to ASP.NET and Visual Studio.
• Understanding of on-prem and/or cloud enterprise infrastructures.

What We Offer:

• A collaborative and mission-driven work environment.
• Flexibility through a fully remote work model.
• Opportunities to work with leading institutions and make a meaningful impact on higher education.
• Growth potential within a fast-paced and innovative team.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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• Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
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