ERP Application Support Specialist

A+W Software; Ontario; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A+W Software is seeking an ERP Application Support Specialist to join their remote Services team. This role involves implementing and supporting their Cantor ERP solutions, ensuring customer satisfaction through effective troubleshooting and relationship management. Ideal candidates will have a mix of technical and interpersonal skills and experience in B2B support environments, along with a passion for optimizing client engagement.

Benefits

Health and insurance benefits

Vision and Dental coverage

Tuition Reimbursement

Employee Assistance Program

WellBeing Reward Account

Qualifications

• Experience with B2B application support and troubleshooting.
• Proficient in SQL and ERP systems.
• Strong interpersonal and communication skills.

Responsibilities

• Provide customer support via multiple channels.
• Analyze data to improve service processes.
• Document actionable bugs and manage customer tickets.

Skills

B2B application support

SQL database query writing

Customer service

Analytical skills

Troubleshooting

Technical communication

Education

Relevant technical certification or degree

Job description

Who we are

At A+W Software, we aim to transform the commercial and production sectors by optimizing processes, enhancing efficiency, and enabling sustainable growth. Founded in 1977, A+W Software comprises two unique, state-of-the-art solutions, A+W Clarity and A+W Cantor, tailored to meet the unique needs of over 1100 customers globally in the flat glass, window and door manufacturers industries. With a team of over 250 professionals worldwide, we leverage our dedicated R&D team to stay ahead of the competition and maintain our market position.

We specialize in developing ERP, production control, and optimization software, and we offer the most comprehensive integrations with industry equipment and automation suppliers. Our product range provides scalable solutions that enhance product efficiency and drive process automation. Our clients experience the advantages of modern, intelligent business solutions that eliminate paper, optimize and automate production processes, and meet the high demands for reliability from their own customers.

A+W Software is a division of Constellation Software Inc. Constellation, our parent company, is one of the most active acquirers of software companies in the world, with more than 100 acquisitions annually. Constellation Software Inc. is publicly traded on the Toronto Stock Exchange ("TSX:CSU") and has a market cap of approximately $75B CAD. Constellation is Canada's largest and most successful tech stock over the last 10 years.

Who we need

A+W Cantor is a specialized software solution specifically designed for the window and door industry. It provides comprehensive ERP (Enterprise Resource Planning) capabilities tailored to meet the unique needs of manufacturers in this sector. With A+W Cantor's manufacturing software, the entire business process becomes transparent and almost paperless. Cantor integrates administration and production seamlessly, mapping quotation creation, order entry, and production to delivery.

As we scale Cantor operations in North America, we are seeking an ERP Application Support Specialist to join our Services team. Reporting to the Manager Global Customer Support, you will be responsible for implementing our Cantor solutions and addressing their product and service inquiries. You will be critical in supporting everything from presales and business needs analysis to configuration and post-implementation support.

This is a remote role.

Who you are

You bring a balance of technical and relationship-building skills. You are passionate about connecting people with technology to enhance efficiency and productivity. Both highly collaborative and able to thrive autonomously, you are open to learning, taking on new responsibilities, and focused on exceeding the expectations of our customers. You have experience with system support, troubleshooting and teaching others how to navigate an ERP in a manufacturing and production environment. You possess a high degree of self-awareness, are driven by curiosity, and approach problem-solving with a gamer's mindset, pursuing resolutions despite obstacles.

What's in it for you

Knowledge and exposure. This is a chance to expand your technical skills and knowledge and support a wide range of clients, each with its own unique set of challenges and requirements. You will gain exposure across the company, working with multiple teams to troubleshoot, resolve, and proactively prevent the recurrence of technical issues while prioritizing the engagement and retention of clients.

Professional development. You will be part of a team of collaborative, seasoned professionals working at the forefront of the latest technologies in manufacturing, driving significant advancements in the industry. This is a chance to join a rapidly scaling global company with an excellent reputation, resilient processes, and industry expertise. As we continue to grow, so too will your career options here.

As our new ERP Application Support Specialist, you will:

• Provide customer service. You will communicate with customers by telephone, email and face-to-face video calls, solving issues and facilitating their engagement with our products. You will identify and collaborate with internal A+W staff to appropriately escalate issues while providing timely customer follow-up.
• Optimize. You will analyze statistics or other data to determine customer service levels and recommend improving customer service procedures, policies and standards. You will follow best practices for proposing solutions.
• Prioritize. You will triage customer issues and prioritize urgency, balancing competing demands for multiple open problems, creating, following up on and resolving customer tickets through our internal ticketing system. You will investigate and solve immediate, complex, and long-standing issues.
• Manage documentation. You will document actionable bugs for engineering resolution. You will keep accurate records of all customer communications and maintain service reports.
• Share knowledge. You will keep up to date with current products and upcoming changes. You will learn client requirements and current operational processes to suggest the best client solutions, including the necessary software configuration and customization steps.
• Foster client engagement. You will build positive relationships with clients to understand their issues and provide rapid service to meet their needs and optimize manufacturing processes.

What you bring to the table:

• The experience. You have worked in B2B application support, diagnosing and resolving application errors, generating and tracking tickets and ensuring customer satisfaction. You take a solution-oriented approach, operating with a sense of urgency to follow through the troubleshooting process from start to finish, including communication with customers and development or co-workers.
• The technical skills. You are highly proficient in all Microsoft Office applications, operating systems, and SQL database query writing. You have worked with ERP/PPS systems (support and, ideally, configuration) and ideally have had exposure to the Fenestration or Flat Glass Fabrication industry. You have strong analytical and in-depth troubleshooting skills, and ideally, you have experience accessing customer desktops via remote tools.
• The communication. You have highly professional verbal and written skills, including navigating conflict with empathy, translating technical details for non-technical audiences, and creating document issues and requests encompassing all technical aspects.
• The interpersonal skills. You maintain a positive, upbeat attitude and genuine interest in solving complex problems. You can foster collaborative relationships across internal and external teams. You can build trust and influence with and without authority.
• The flexibility. You are comfortable working outside of business hours in your geographic area to accommodate colleagues and clients in other time zones.

Join us.

At A+W, we foster a culture that prioritizes an exceptional experience for our clients and each other. We have team members in North America, the UK, Western Europe, Central Europe, Eastern Europe, Australia and the Middle East. We embrace diverse perspectives and approaches, emphasize the value of collaboration, and manage by results. With a robust onboarding program and a supportive atmosphere, you can be confident knowing you will be recognized for your impact on what we do. If you have a growth mindset and share our drive for innovation and customer service, you will thrive here.

Our values

Across every level of our company, we are driven by curiosity and passion to solve problems with technology customized for our industry. We prioritize:

Customer success. We are committed to delivering exceptional value and creating lasting customer impact. We leverage industry knowledge to meet their needs.

Sustainability. We drive efficiency, reduce environmental impact, and support lasting growth. We are dedicated to creating a greener, more sustainable future for our customers and the industry.

Innovation. We innovate to empower businesses with sustainable software solutions. We enable the intelligent use of IT to reduce production costs, shorten throughput times, and handle larger product ranges and more complex products.

Our benefits and perks

We offer comprehensive health and insurance benefits with a range of options and health savings accounts or reimbursement packages created to best fit our employees at any point in their life. Highlights include:

• A WellBeing Reward Account with the chance to earn points for actions you take towards optimizing your lifestyle
• Vision and Dental coverage with lower deductibles
• Short- and Long-Term Disability
• Long-term Care and Life Insurance
• An Employee Assistance Program
• Discounts on additional services, including Identity Theft Protection and Pet Insurance.
• Tuition Reimbursement for approved professional coursework

Apply now.

At A+W Software, we recognize that not everyone takes the same path when it comes to building their skills; we value diverse skills, approaches, education, and experience. If you feel you meet 70% of the qualifications we are looking for and you are looking for a challenging career, we invite you to express your interest here.

What you can expect from our hiring process:

1. A virtual interview with a Talent Advisor to discuss your experience and interest in the role.
2. A virtual interview with the Director, Professional Services to share your interest in the company, talk further about your experience and ask any questions you may have about the company and culture.
3. A final technical interview with a member of the Implementation and Support team.

At A+W, we're committed to diversity, equity, and inclusion. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the 2SLGBTQIA+ community, and other equity-seeking groups.

A+W Software welcomes and encourages applications from people with disabilities. Please reach out to us and let us know what accommodations we can provide to empower you to participate in all aspects of the interview process.

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