Technical Support Product Specialist

Apex Time Solutions; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

A technology solutions provider in Toronto is looking for a Technical Support Product Specialist to assist customers in using their products effectively. You will provide technical support and work on resolving complex queries, requiring a degree in IT and extensive experience in software integration. Excellent communication skills are a must for this role, which involves cross-functional teamwork and customer interaction.

Qualifications

• 3+ years of experience in manufacturing and/or distribution environments.
• Hands-on database configuration and end-user training experience.
• Previous experience with technical support for software integration.

Responsibilities

• Act as a Subject Matter Expert to clarify and define problems.
• Generate conceptual designs and implement solutions across business units.
• Facilitate cross-functional teamwork with Development, Sales, and Quality Control.

Skills

Technical support

Database configuration

B2B understanding

Communication skills

Education

College / University degree in IT or related discipline

Tools

Payroll software

CRM software

ERP software

Job description

Overview

Position Summary :

We are currently looking for a Technical Support Product Specialist. This person will be directly responsible for the successful delivery and support of the product encompassing industries throughout a specific region. The Product Specialist will play a critical role in providing technical assistance for our customer base. As a member of Production Implementation and Support Group, you will provide real-time support through email and phone interactions and via face-to-face with customers and by using internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves implementation, handling and resolving complex technical queries and issues in the areas of product functionality of the products’ architecture.

Responsibilities

• Act as a Subject Matter Expert including the ability to understand existing processes, clarify and define problems, recommend and deliver solutions.
• Provide guidance by assessing key strategic process improvements and executing system changes to support these initiatives.
• Rely on broad experiences in business to business (B2B) to generate conceptual design, prototype alternatives, author functional specifications, and work closely with functional users to implement.
• Ensure business requirements and technical direction is consistent with design across all business units.
• Team oriented role involving cross-functional teamwork with Development, Sales and Quality Control.

Technical Requirements and Experience

• College / University degree in Information Technology, Computer Science or related discipline.
• 3+ years of work experience in manufacturing and / or distribution environments with clear understanding of software integration and business processes.
• 3+ years of hands-on database configuration and end-user training experience up to and including Project Methodologies, troubleshooting and working with developers to identify resolutions.
• Previous work experience with Payroll, Accounting, CRM, ERP and related software capabilities.
• Excellent communication skills with ability to effectively communicate across multiple facets of the organization