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Application Support Analyst


This is a Full-time position in Montréal, QC posted July 8, 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

Required Skills & Abilities

  • Ability to communicate clearly written and verbal in both French and English and in both oral and written forms
  • Maintain professionalism at all times with customers and peers
  • Strong work ethic and time management expertise
  • Ability to manage IT customer issues to meet or exceed customer and company response times
  • Strong internal communication and teamwork skills
  • Strong desire to learn and produce innovative solutions
  • Demonstrated ability to understand and follow both written and oral instructions
  • Ability to work under pressure and manage multiple tasks and priorities
  • Ability to work independently with minimum supervision
  • Ability to successfully troubleshoot complex issues
  • Must be able to maintain the confidentiality of customer and company information
  • Proficient with a variety of productivity applications

Education / Experience

  • A minimum of an College degree – general
  • 2-3 years of professional technical IT customer service support
  • Computer support help desk or technical call center experience


  • Relational database architecture and concepts (SQL Server)
  • Supply chain concepts and business requirements
  • Experience with supply chain or enterprise class software solutions preferred
  • Familiarity with WMS and SQL

Work conditions

  • Work hours are 8 to 4 or 12 to 8 depending on shift preferences and/or coverage rotation schedule
  • Offices located in Montreal, near Charlevoix metro
  • Pay grade according to the position and recognition of professional experience
  • Flexible schedule, 37.5 hours per week
  • Access to a collective VRSP after three months (voluntary basis)
  • Vacation based on years of professional experience
  • Social benefits, welcoming work environment with kitchen and gym, secure parking for bicycles, BIXI bicycles in front of the office in the summer
  • Start date: immediately or to be discussed

Generix Group of North America is a leader in enterprise class supply chain management systems (Generix Supply Chain HubTM). We deliver innovative solutions that enable our customers to anticipate, react, adapt and execute supply chain changes faster and more easily. Our goal is to ensure that systems never hold our customer’s back but rather always enable their future.


Skills Required

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


Salary: N/D

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