ERP Support analyst

Commsoft Technologies Inc.; Montreal; On-site; CAD 50,000 - 75,000; Full time

Job summary

A leading technology firm is seeking an ERP support analyst to provide first-line technical support to clients. The successful candidate will analyze issues, document user interactions, and contribute to the improvement of products through effective communication and problem-solving. Applicants should have a diploma in IT or relevant experience, fluency in both French and English, and a client-focused approach. The position offers diverse responsibilities and the opportunity for professional development.

Benefits

Health and wellness allowance of $200 per year

Option to finish work on Fridays at noon

Qualifications

• 2-3 years of experience in user technical support or using ERP systems.
• Fluency in French and English, especially for professional communication.
• Experience in accounting is a plus.

Responsibilities

• Provide first line technical support to clients.
• Analyze and diagnose reported problems.
• Document user interactions and solutions.

Skills

Problem-solving

Communication

Organization

Empathy

Teamwork

Client-focused Approach

Education

Diploma of College Studies in information technology

Tools

MS Office Suite

SQL

Job description

Under the Customer Service and Technical Support Manager, the ERP support analyst will provide first line technical support to clients. The analyst will guide the client through the resolution of problems related to the application in a professional, precise and effective manner. They will actively contribute to improve the product’s effectiveness.

• Develop and update their knowledge on the range of solutions Commsoft
• Answer the first-line requests of user-clients (by phone or by e-mail).
• Analyze the nature of the request, categorize it and diagnose the reported problems through problem-solving and active listening.
• Document and update the data set containing user interactions and other involved resources, according to the established procedures.
• Reproduce technical problems experienced by the users as needed.
• Consult with internal specialists to find the optimal solutions to the reported problems and use all available tools to identify and implement solutions.
• Inform, advise and transmit instructions to the client to solve their first level problems.
• Transfer problems that cannot be immediately solved to the appropriate services.
• Participate in the documentation of problems, in knowledge transfer and in the creation of other documents and methodologies.
• Participate in the identification and the establishment of new work methods and the client space to improve their effectiveness.

REQUIRED QUALIFICATIONS

• Able to communicate well and vulgarize the appropriate technical needs and solutions to answer our client’s questions.
• Be organized and able to work autonomously.
• Be patient, exercise self-control and be empathetic.
• Be autonomous, have team spirit and a sense of responsibility.
• Be able to work on multiple projects at the same time with sometimes tight deadlines.
• Have an excellent and positive client-focused approach based on support and problem resolution.

REQUIREMENTS

• ADiploma of College Studiesin information technology or in a relevant domain or a combination of training and experience relevant to this position.
• Two (2) to three (3) years of experience in user technical support, or two (2) to three (3) years of experience as a user of integrated management software (ERP system) in a company.
• Experience in accounting is an asset.
• Knowledge of SQL is a great asset.
• Knowledge of the realities of SMEs.
• Mastery of the MS Office suite.
• Fluency in spoken and written French and English. An advanced level of English is required to ensure professional exchanges with our English-speaking clientele. English is used on a regular basis in communications with customers outside Quebec.

$200 health and wellness allowance per year

Option to finish work on Fridays at noon all year long