Night Shift Technical Support Analyst/ Analyste de

6 months ago

Montréal, Canada Tecsys Inc. Full time

La version française suit ci-dessous_

Having recognized the advantages of remote work, including employee morale, productivity, reduced commuting on employee wellbeing and the environment, as of May 1, 2022, we became a remote-first company. The technologies and programs in which we invested have provided a fantastic foundation to this end. Our remote-first work environment, together with our conveniently located offices and collaborative workspaces, provide our team with the freedom and flexibility to work in the way that makes our employees most productive.

**About us**:
Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. If you thrive on tackling difficult challenges with continuous learning opportunities and want to work in a respectful, comfortable, and dynamic work environment, then this could be a good fit for you

**About the Role**:
We are a 24/7 - 365 days a year service center.

Presently we are looking for Night-time Technical Support Analysts that are available on weekdays (Mon-Fri) or (Tues-Sat) from 12 a.m. to 8 a.m.

We are looking for talented** Technical Support Analysts** to provide first and second-level support within the Customer Support organization at Tecsys.

The Technical Support Analyst is involved in understanding and resolving a gamut of technical issues coming from our large customer base. Working in a friendly and supportive atmosphere, you will contribute by analyzing and interpreting data, identifying issues and trends and offering solutions. If you thrive on tackling difficult challenges with continuous learning opportunities and want to work in a respectful, comfortable, and dynamic work environment with a technical focus, then this could be a good fit for you

**In this position, you will be responsible for**:

- Using excellent analytical and creative problem-solving skills to provide technical solutions within Service Level Agreements.
- Monitoring, progressing, and resolving incidents whilst ensuring customer satisfaction through proactive updates, frequent contact, and, where necessary, escalation.
- Developing and maintaining strong technical expertise on all Tecsys products and those devices and platforms upon which our products function.
- Adhering to incident and problem management procedures.

**Requirements**:

- 2+ years experience in technical support, desktop support, or a similar role
- Strong proficiency in both written and verbal English communication essential for effective correspondence with clients, suppliers, business partners and colleagues beyond the province of Quebec.
- Hands-on experience with ServiceNow for incident management, request fulfillment, and problem management
- You enjoy working in a fast-paced and sometimes stressful environment and love to work as a team solving problems for people
- You learn new technology easily and can it explain to others.
- You have an appreciation for good processes and are attentive to detail
- You may be required to travel onsite occasionally within North America
- Evening shift rotation may be required once every few weeks

**Nice to have**:

- University, Cegep or technical degree related to information systems or supply chain.
- An understanding of supply chain concepts in health care or complex distribution
- Knowledge of accounting or finance background as it relates to ERP software (Order to Cash, Purchase to Pay, Ledgers, etc.)
- Working knowledge of UNIX/LINUX and Windows.
- Firm grasp of structured query language (SQL) along with AWS Aurora PostgreSQL.
- Knowledge of Spanish is a real advantage, to communicate effectively with our customers outside the province of Quebec.
- French as a second language to support our Quebec-based clients.

At Tecsys, we value creativity, innovation, and teamwork. Our employees enjoy a supportive work environment, competitive compensation packages, and opportunities for career growth and advancement.
- Tecsys is an equal opportunity employer. Accommodation is available for applicants selected for an interview._
- **********_
- Ayant reconnu les avantages du travail à distance sur le bien-être des employés et l'environnement, notamment le moral des employés, la productivité, la réduction des trajets domicile-travail, nous sommes devenus, depuis le 1er mai 2022, une entreprise privilégiant le travail à distance. Les technologies et les programmes dans lesquels nous avons investi ont fourni une base fantastique à cette fin. Notre bureau qui privilégie le travail à distance, ainsi que nos bureaux bien situés et nos espaces de travail collaboratifs, offrent à notre équipe la liberté et la flexibilité de travailler de la manière qui rend nos employés les plus productifs._

**A propos de Tecsys**:
Tecsys est un innovateur à croissance rapide

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