Support & Documentation Coordinator

4 weeks ago


SaintLaurent, Canada CyFrame International Enterprises Inc. Full time

Vous êtes à la recherche d'un poste à temps partiel (3 jours/semaine) qui combine vos compétences en matière de service à la clientèle, d'informatique et d'administration ?

CyFrame, un fournisseur de solutions ERP bien établi, est à la recherche d'un(e) coordinateur(trice) à temps partiel pour rejoindre leur équipe.

Vous aurez accès à de nombreux avantages, notamment
- Heures de travail flexibles
- Excellent programme d'assurance de groupe incluant les soins dentaires et la télémédecine
- Programme généreux de partage des profits
- Stationnement gratuit et accès aux transports en commun

Cette personne sera responsable d'une variété de tâches liées au soutien à la clientèle et à la documentation du système, telles que:

- Maintenir la documentation de support interne en créant ou en mettant à jour la documentation, en s'assurant que la bibliothèque de documentation est bien organisée et facilement consultable par les membres de notre équipe.
- Communiquer avec les clients pour installer les patchs et effectuer d'autres activités de maintenance logicielle de routine.
- Effectuer des audits de la documentation existante et mettre à jour les documents si nécessaire.
- Définir une stratégie de conservation à long terme.
- Travailler avec les collègues pour assurer la cohérence des pratiques documentaires dans l'ensemble de l'entreprise.
- Former les employés à l'utilisation efficace de la documentation.
- Garantir l'intégrité de la documentation.
- Examiner l'état des tickets et s'assurer qu'ils sont à jour et classés de manière appropriée.
- Peut répondre à des tickets ou prendre des appels de clients sur certains sujets.
- Aider le responsable du service clientèle en cas d'absence, par exemple pendant les vacances.
- Diplôme dans un domaine connexe tel que l'informatique, la documentation, etc. ou expérience équivalente.
- Expérience dans le support de logiciels. Une expérience dans le support d'un système ERP est un atout.
- Excellent communicateur, capable de simplifier un langage technique complexe et d'établir un rapport avec les clients.
- Excellent sens de l'organisation, méthodique et très attentif aux détails.
- Bilingue - anglais et français, à l'écrit et à l'oral. De solides compétences écrites en anglais sont requises, car nous servons une clientèle internationale. La connaissance de l'espagnol est un atout.
- Excellente connaissance de GSuite. Bonne connaissance des systèmes de ticketing pour le service client, tels que Jira. La connaissance des wikis d'entreprise tels que Confluence est un atout.

Plus important encore, nous recherchons une personne proactive, prête à collaborer et à faire ce qu'il faut pour aider notre équipe à fournir un soutien de haut niveau aux clients.
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- Are you looking for a part-time role (3 days/week) that combines your customer service, IT and administrative skills?

CyFrame, a well-established ERP solutions provider, is looking for a part-time coordinator to join their team.

You will have access to many benefits including:

- Flexible work hours
- Excellent group insurance program including dental and telemedicine
- Generous Profit-Sharing Program
- Free parking and access to public transit

This person will be responsible for a variety of tasks relating to customer support and system documentation, such as:

- Maintain internal support documentation by creating or updating documentation, making sure the documentation library is well-organized and easily searchable by members of our team.
- Communicate with clients to install patches and perform other routine software maintenance activities.
- Perform audits of existing documentation and update documents as needed.
- Outline a long-term storage strategy.
- Work with colleagues to ensure consistency of documentation practice across the company.
- Train employees on efficient documentation usage.
- Ensure documentation integrity.
- Review ticket status and ensure tickets are up-to-date and classified appropriately.
- Help the Customer Service Manager during absences, such as vacation.
- Degree in a related field such as Information Technology, Documentation, etc., or equivalent experience.
- Experience in software support. Experience in supporting an ERP system is an asset.
- Strong communicator, able to simplify complex technical language, and build a rapport with clients.
- Excellent organizational skills, methodical and strong attention to detail.
- Bilingual - English and French, written and spoken (on-site french courses offered as needed). Strong English written skills required as we serve an international client base. Knowledge of Spanish is an asset.
- Excellent knowledge of GSuite. Good knowledge of client service ticketing systems, such as Jira. Knowledge of corporate Wikis such as Confluence is an asset.

Most importantly, we are looking for an individual who is proactive, collaborative and who is willing to do what it t



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