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ERP Support analyst

Commsoft Technologies - Fidelio

This is a Contract position in Montreal, QC posted May 14, 2024.

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!