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Support Technician (Montreal)
at Jobs in Montreal in Montreal
For 50 years, our client has been building a powerful group of independent retailers in the furniture, appliances, bedding, electronics, photography, computers, floor covering and decorative sectors. They are now the leader representing the largest group of its kind in Canada.
The Support Technician is responsible for performing software support, training, and first level technical support to users of an ERP called SmartSystems. In addition, the licensee implementations of the SmartSystem solution in retail stores.
RESPONSBILITIES
• Perform user training of SmartSystems Solution:
? Participates in the preparation and updating of lesson plans;
? Prepares training schedules/material according for users;
? Provides on-site training in store and / or remotely via a Webex session;
? Follow up with users on issues that could not be answered during training.
• Supports users of the SmartSystems Solution:
? Assists users software issues of a software (24/7 support);
? Ensure that all requests for software support are properly entered and completed in the
tracking software application;
? Participates in all requests for modifications to the Operations Supervisor for the Smart System
applications, as appropriate.
• Performs in store implementation/installation of the Smart System solution :
? Assists in gathering of information which is required for the preparation of the implementation
of the SmartSystems Solution
? Performs the complete entry of the implementation with the client and the supervisor of the
Operations Division of the customer;
? Assist the client directly in store for all activities and provides training and support during the
implementation;
? Assists the client one week after implementation;
? Prepares and documents an implementation report to the client, Retail Information Operations
Supervisor and the Operations Supervisor of the customer department.
• Collaborates with departmental activities surrounding the SmartSystem solution:
? Perform testing of changes made by the development team;
? Ensure that all changes have been translated and validated through extensive testing;
? participates in the development of procedures and documentation of SmartSystems;
? Ensure to keep the user manual and operating procedures up to date.
• Performs first level technical support to SmartSystems users:
? Attempts to determine the nature and urgency of the problem, and fixes it if possible;
? Directs any unresolved issues to the IT department;
• At the request of his immediate superior, may be required to:
? Perform administrative tasks to assist a user in his/her duties;
? Performs "demonstrations" of the SmartSystems software;
REQUIREMENTS
• Results Oriented
• Decision-making abilities
• Ability to communicate clearly and professionally
• Shows Initiative and is autonomous
• DEC in business administration or equivalent;
• Minimum 2 years experience in application support, customer service or any combination of experiences;
• Good understanding of computer systems related to the retail trade;
• Bilingual in both official languages; Oral and written
• Ability to work under minimal supervision;
• Flexibility in working hours;
• Available for 4-5 consecutive days of travel outside Montreal during implementation;
• Must have a driver's license in good standing, own a car (an asset)
Please send your resume to Erica at edamato@fuzehr.com.
Published at 26-09-2011
Viewed: 73 times
Viewed: 73 times
