Application Support Specialist

  • Location

    Markham, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Permanent

  • Contact:

    Archana Namasivayam

  • Job ref:

    14687

  • Published:

    about 2 months ago

  • Duration:

    0.0

  • Expiry date:

    2020-12-20

  • Startdate:

    2021-01-04

Job Title: Application Support Specialist

Type: Permanent

Location: Markham, ON

Position Summary:

This role will perform a variety of assignments including installing and configuring both client and 3rd party software, responding to inbound support requests from customers and partners. Offer direct end user support via phone, email, chat and video conferencing. Responsible for maintaining our customer support and incident tracking system. This position will also liaise with other departments to provide software support, technical support, project management, and participate in demonstrations of our software. Candidate must have a solid understanding of warehouse and manufacturing processes.

Key Objectives of this Position

  • Must have working understanding of ERP or WMS systems
  • Familiarity with relational databases such as Microsoft SQL Server and writing SQL statements
  • Provide first and second level end user support and training. Act as the first point of contact for customers and partners in a professional manner.
  • When required, act promptly on urgent support needs with appropriate escalation
  • Ability to understand technical issues and articulate industry operational/ technical solutions
  • Conduct and oversee software installations and upgrades
  • Provide support to sales, production, and marketing staff
  • Update our customer portal support tickets and internal databases with information about technical issues
  • Provide customers with updates on support issues, licensing, support contract renewals, and software versions including new features and functionalities
  • Assist in the creation of training sessions and materials
  • Help deliver customer training programs
  • Manage small project implementations and other tasks as needed

Qualifications

  • ERP and/ or WMS
  • Certified Supply Chain Professional (CSCP) certification is an asset
  • Experience dealing with customers proactively and professionally
  • Derives satisfaction from resolving issues and improving the customer experience
  • Excellent interpersonal and communications skills
  • Works with a sense of urgency and exercises good judgement
  • Able to prioritize tasks and meet deadlines
  • Strong time management skills and ability to work independently

Education

  • College Diploma with studies in Computer Technician, Technical Support Analyst, or equivalent experience.
  • Will provide extensive technical training in databases, customer ticketing system, and our software

Experience

  • 1 - 3 years dealing in a support role working with end users