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 missionAt 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!
