Product Support Analyst

Invera; Montreal; On-site; CAD 60,000 - 75,000; Full time

Job summary

Invera, a leading provider of ERP software for the metals industry, seeks a Product Support Analyst. This role involves assisting clients with software issues, ensuring excellent customer service. Candidates should have ERP experience, strong analytical skills, and be bilingual in French and English. A competitive compensation package and benefits are offered, along with opportunities for growth in a collaborative environment.

Benefits

Group medical insurance

Dental insurance

Vision insurance

Short-term disability insurance

Long-term disability insurance

RRSP/DPSP retirement plan

Qualifications

• At least two years of customer support experience with an ERP system.
• Strong analytical and problem-solving skills.

Responsibilities

• Handle customer support calls for timely resolution.
• Assist customers with the operation of Invera products.
• Document steps to reproduce customer issues.

Skills

Analytical skills

Problem-solving

Bilingual (French and English)

Interpersonal skills

Education

University or college degree in management of information systems

Business administration

Tools

MS Office

Job description

Direct message the job poster from Invera

Product Support Analyst

Permanent full-time position

On-site work environment

ABOUT US

Invera is the world's largest provider of Enterprise Resource Planning (ERP) software to the metals industry, with over 120 employees in the United States, Canada and the United Kingdom.We specialize in creating software products tailored to the intricacies of the metals industry, ensuring a seamless blend of speed and user-friendly design.

Invera offers metals customers an unparalleled level of proven product reliability and commitment to long-term innovation. We provide our customers with a unique and competitive advantage by delivering state-of-the-art turnkey solutions designed for the industry, including sales, purchasing, receiving, inventory management, multi-step production, production scheduling, delivery and logistics planning, and financials.

Invera's metals software products have been implemented worldwide in multiple languages in the USA, Canada, Mexico, the UK, Europe, Dubai, and Singapore.

JOB OVERVIEW

Invera Inc. is looking for an experienced Product Support Analyst to join the Client Services team.Reporting to the Product Support Manager, the ideal candidate will have a background in customer service and ERP experience. The role involves assisting clients with their questions and troubleshooting issues related to Invera's software products, ensuring that we provide the best possible experience for our clients.

KEY RESPONSIBILITIES

·Handle customer support calls for timely resolution.

·Assist customers with the operation of Invera products, such as INVEX and STRATIX.

·Research reported customer issues.

·Document steps to reproduce customer issues for escalation and resolution.

·Keep management informed on the progress of issues and customer questions.

·Assist other product consultants as needed.

·Test product fixes and enhancements.

QUALIFICATIONS

·At least two years of customer support experience, ideally with an ERP system.

·University or college degree in management of information systems, business administration, or in a related field.

·Strong analytical and problem-solving skills.

·Ability to diagnose and resolve process issues and assess business impact.

·Proven track record of solving complex problems, both externally for customers and internally within the organization.

·Ability to provide alternative solutions as required.

·Bilingual (French and English).

·Verbal and written skills in English are required to communicate with international clients and business partners.

·Strong interpersonal skills with a commitment to quality work and service excellence.

·Ability to work both independently and as part of a team.

·Proficiency in MS Office.

WHAT WE OFFER

A competitive compensation package and a full range of benefits (group medical, dental and vision insurance, short-term and long-term disability insurance, RRSP/DPSP retirement plan).We also offer a collaborative, inclusive, and flexible work environment with opportunities for growth and development.

HOW TO APPLY

Qualified candidates are invited to submit their resume and cover letter to: [e-mail].

While we thank all candidates for their interest, only those selected for an interview will be contacted.

Invera is an equal opportunity employer and encourages applications from all qualified candidates.

********************************************************

À PROPOS

QUALIFICATIONS

CE QUE NOUS OFFRONS

COMMENT POSTULER

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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