ERP Support analyst

ERP Support Analyst

Are you passionate about technology and business processes? Would you like to be part of a growing company that cares about the well-being and fulfillment of its employees? The position of ERP Support Analyst is perfect for you!

Our mission

At Fidelio, we help small and medium-sized businesses grow and become more competitive. How do we do this? By helping them optimize their business processes with our integrated management system. Well-established in Quebec for over 20 years, we’re now expanding rapidly into the Ontario market.

What we’d like to offer you :

• Flexible schedules with the possibility of finishing at noon on Fridays
• Remote work
• Competitive compensation
• Ongoing training and mentoring
• Insurance and a group RRSP
• Monthly social activities!

Your future responsibilities :

• Continuously develop and update knowledge of the range of solutions offered;
• Handle front-line service requests from customer-users (by telephone or e-mail);
• Analyzes the nature of the request, qualifies it, diagnoses the problems raised using a problem-solving and active listening approach;
• Documents and updates all data relating to interactions with the user and other resources involved, in accordance with established procedures;
• Reproduces technical problems experienced by users, where appropriate;
• Communicates with internal specialists to find optimal solutions to problems raised, and consults all available tools to identify and implement solutions;
• Informs, advises and instructs customers to solve first-level problems;
• Refers problems that cannot be resolved immediately to the appropriate departments;
• Participates in problem documentation, knowledge transfer and other procedural and methodological documents;
• Participates in the identification and implementation of new work methods to improve efficiency and customer experience.

What we’re looking for :

• A degree specialized in information technology or a field relevant to the role, or a combination of training and experience relevant to the role;
• One (1) to two (2) years’ experience in providing technical support to users, or as a user of integrated management software in a company (ERP system);
• SQL knowledge;
• Ability to communicate well and explain needs and appropriate technical solutions to our customers;
• Autonomy, team spirit and sense of responsibility;
• Knowledge of SME reality;
• Patience, self-control and empathy;
• Proficiency in MS Office suite;
• Ability to work on several projects simultaneously, sometimes to tight deadlines;
• Exceptional and positive internal/external customer approach, focused on coaching and problem-solving;
• Excellent oral and written communication skills in French and English.

Do you have the profile we’re looking for? It’s time to apply!