ERP Support Specialist

2 weeks ago

London, Canada EMCO Corporation Full time

Company Description

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. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.

At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. 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. This position is open to applicants across Canada as it is currently a remote-only position.

This role is for 11:30-8pm ET/8:30-5pm PT, as the role is primarily to help support our teammates on the west coast who are open until 5pm PT.

**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**
- **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 fast-paced 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
- Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
- Proactively looking for improvements with a focus on end-user 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 self-motivated, self-directed and keen attention to detail
- Proven analytical, troubleshooting, and problem-solving abilities
- Experience working in a team-oriented, collaborative environment
- Experience utilizing enterprise ITSM / ticketing tool
- Proficiency with MS Office based software

Additional Information

This position is fully remote. Applicants must be eligible to work from/working in the country Canada.
This role is for 11:30-8pm ET/8:30-5pm PT, as the role is primarily to help support our teammates on the west coast who are open until 5pm PT.

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