Technical Support Consultant

Position Description

Technical Support Consultant

CAN - Remote

About MCSL – Millennium Computer Systems Limited (A Banyan's portfolio company):

MCSL is a trusted partner in the higher education space, delivering technology solutions that empower institutions to transform 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.

About the Role:

We are seeking a Technical Support Consultant who is passionate about delivering exceptional client service while solving complex system and data challenges. This is a highly client-facing, functional-technical role focused on troubleshooting, SQL-based data analysis, and client-specific system configuration.

You will serve as a key advisor to clients, owning support requests and customization needs from intake through resolution. The role requires strong Oracle SQL expertise, the ability to write and debug complex queries, and comfort working within an enterprise software framework to deliver tailored solutions.

This role reports directly to the Chief Operating Officer (COO) and plays a critical role in maintaining service excellence, client satisfaction, and operational efficiency.

The Role:

• Own the Daily Support Queue: Review and manage incoming technical support tickets daily, ensuring timely triage, investigation, resolution, and proactive communication with clients.
• Deliver Client-Specific Configurations & Data Solutions: Execute approved customization and configuration requests within Millennium's framework using Oracle SQL and/or Oracle PL/SQL (candidates with only MS SQL experience will not be considered).
• Write & Debug Complex SQL Queries: Analyze, develop, and troubleshoot advanced SQL queries to resolve data issues, validate outputs, and support client reporting and operational requirements.
• Act as a Trusted Client Advisor: Serve as a primary point of contact for clients, translating business challenges into effective system solutions while managing expectations with professionalism and clarity.
• Troubleshoot at the Database Layer: Investigate and resolve issues within web-based, database-driven systems, with strong emphasis on backend data validation and root cause analysis.
• Collaborate Cross-Functionally: Partner with internal product and technical teams to ensure alignment, escalate complex issues appropriately, and drive timely resolution.
• Communicate with Clarity & Professionalism: Draft clear, structured, and solution-oriented communications including ticket responses, documentation, and client updates.
• Drive Continuous Improvement: Identify recurring issues, recommend workflow or system enhancements, and contribute to improving service quality and response efficiency.

Qualifications for Success:

• 3–8 years of professional experience in a client-facing technical support, consulting, systems analyst, or similar functional-technical role.
• Strong hands-on experience with Oracle SQL and/or Oracle PL/SQL.
• Demonstrated ability to write complex SQL queries and debug data-related issues independently.
• Experience reviewing and managing daily support ticket queues with strong prioritization and ownership.
• Familiarity with Ellucian Banner is strongly preferred.
• Experience with Millennium FAST is highly desirable.
• Strong client expectation management and interpersonal communication skills.
• Exceptional written communication skills with strong attention to clarity, tone, and professionalism.
• Self-motivated and resourceful problem solver who takes initiative and works effectively with minimal supervision.
• Strong organizational skills with the ability to manage multiple client requests simultaneously.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan:

Banyan affirms that inequality is detrimental to our Teams, associates, our Operating Companies, and the communities we serve. 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.

The expected base salary for this position is: CAD $60,000 - $80,000 excluding annual bonus and equity (when applicable). Salary is based on several factors including market conditions, location and may vary depending on job-related skills and experience.