ERP Support Specialist
6 days ago
With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry.
At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve.
We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.
We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other's growth and development.As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences.
We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.
Job Description:
As a member of the IT Operations Team and reporting to the ERP Support Team Lead, you will be responsible for providing first line support on Emco's ERP platform to Emco teammates at one of our 280 Profit Centres across Canada and our National Support Centre in London, ON.
The Tier I ERP Support Specialist will ensure Emco teammates are receiving the highest quality of ERP support in adherence with established service level objectives.
This includes functional and technical support on Emco's ERP platform, remote troubleshooting and isolation issues and inquiries reported by teammates and resolution of these issues and inquiries.
The Emco ERP Support team provides 6 x 12 support and therefore all members of the team must be willing and able to work shifts.
Qualifications:
Education and Experience
- Diploma or degree in an Information Technology, Systems or Business, related discipline
- Experience and comfort working with business software systems an asset
- Experience working within and managing issues and incidents within an ITSM platform
- Previous customer service desk experience an asset
Experience with the Infor M3 ERP platform an asset
Other Skills
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Bilingual (French and English) is an asset:
Previous ERP experience is an asset:- Exceptional customer service orientation
- Sound verbal and written communication skills
- Good listening skills
- Ability to adapt to quickly to changing priorities in a fastpaced environment
- High degree of accuracy and attention to detail
- Eager to fully understand end user's issues, find solutions promptly
- Building and maintaining positive relationships
- Solutionoriented focusing on driving end user issues to timely and satisfactory resolution
- Proactively looking for improvements with a focus on enduser experience
- Supporting established incident management procedures through the incident lifecycle
- Organized with the ability prioritize and multitask
- Ability to absorb and retain information quickly
- Highly selfmotivated, selfdirected and keen attention to detail
- Proven analytical, troubleshooting, and problemsolving abilities
- Experience working in a teamoriented, collaborative environment
- Experience utilizing enterprise ITSM / ticketing tool
- Proficiency with MS Office based software
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ERP Support Specialist
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