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Application Support Analyst

Generix Group Amérique du Nord

This is a Full-time position in Montréal, QC posted December 6, 2018.

Located in the expending software neighborhood Montreal, Generix Group North America is a rapidly growing software company recognized for its unique agile solution and workplace culture. Currently, we are looking for an Application Support Analyst to join our dynamic team who thrives in a demanding, fast moving environment.

The Application Support Analyst is responsible for supporting Genirix’s software applications for our customers. This includes interacting and communicating with our internal teams to solve problems. The role also includes some consulting with customers on how to best integrate customers mods and new Generix’s software features to meet their growing needs.

Primary Responsibilities

  • Handle inbound customer inquiries and issues for GSH software via phone, CRM, and email.
  • Develop and maintain knowledge of Generix Group products and services
  • Adhere to incident tracking/classifying and response time processes
  • Maximize customer satisfaction through timely and technically accurate resolutions to each customer inquiry
  • Manage customer issues through effective troubleshooting and escalation as necessary in order to meet or exceed customer expectations
  • Work and collaborate with peers in an effort to devise solutions and resolve cases
  • Consult with customers to ensure that solutions are acceptable to them and resolve the reported problems
  • Must meet or exceed individual performance goals focused on providing superior customer support
  • Collaborate with team members in sharing the customer support off-hour line coverage 24/7
  • Participate in department/company meetings
  • As necessary, perform other duties as required

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Skills Required

  • Education level: College
  • Work experience (years): 3-5 years

Package

Salary: N/D