Technical Support Specialist

  • Location

    Markham, Canada

  • Sector:

    IT Support & Tech

  • Job type:


  • Contact:

    Dhara Majmundar

  • Job ref:


  • Published:

    10 months ago

  • Duration:


  • Expiry date:


  • Startdate:


Job Title: Technical Support Specialist

Type: Permanent

Location: Markham, L3R 1A3

Start Date: April 2021

Days/Hours: Monday to Friday, 9:00 to 5:00 PM

Hours/Week: 40

Position Summary
This role will perform a variety of assignments including 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

  • 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.
  • Must have working understanding of ERP or WMS systems.
  • External support (clients)
  • Update our customer portal support tickets (Soho-Desk ticketing system) and internal databases with information about technical issues
  • Familiarity with relational databases such as Microsoft SQL Server and writing SQL statements
  • 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
  • Manage small project implementations and other tasks as needed
  • Sequel – writing basic SQL statements
  • Database knowledge and experience with DB architecture
  • 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


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


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