Technical Support Analyst

2 months ago

Mississauga, Canada Invafresh Full time

A force for change and a leader. You know that companies need help to achieve the business outcomes they seek, and you have the skills and leadership to deliver it. You love delivering fresh solutions to customers and are passionate about setting a strong example to your team. You also enjoy mentoring and building out technical and professional skills within your team.

**WHO WE ARE**:
Based in Mississauga, Canada, and deployed globally, Invafresh is a leading technology company specializing in FreshologyTM software solutions for supermarket & boutique fresh food grocers around the world. In business since 1988, Invafresh continues to invest in its people and technology. Today, Invafresh is an organization of experienced and retail-savvy FreshologistsTM equipped with industry specific solutions that supermarket chains can leverage to succeed in the field of fresh operations.

Our fresh food retail operations solutions are deployed collectively in over 25,000 grocery stores worldwide, actively supporting the in-store execution of fresh operations. We enable our customers to achieve and maintain a leadership position in their fresh food offering by providing data integrity and decision support tools needed to enhance sales, reduce shrink and inventories, and improve overall margins while positively impacting the planet by reducing food waste throughout the supply chain of fresh food retail. We help our customers achieve success in the highly competitive grocery market.

Our mission is clear. Build long lasting partnerships with grocery retailers and enable them to achieve Operational Excellence in Fresh. To us, this represents putting all our energy into helping our customers maximize financial performance so they can achieve top quartile operating metrics. The ultimate goal is to deliver a fresh offering that exceeds the expectations of the consumer.

**THE ROLE**:
**WHAT YOU’LL BE DOING**:

- Ensure the timely resolution of technical issues.
- Understand our customers’ business processes to deliver effective support and answer questions from customers.
- Create and update documentation as required to provide a better support experience for our customers and expand Invafresh’s internal knowledge management system.
- Share customer insights with our product team for inclusion in our product roadmap.
- Expand your skills and experience, both technical and interpersonal, to accelerate your career progression.
- Continuously contributing to the improvement of our overall service delivery model

**ABOUT YOU**:

- You have excellent communications and listening skills.
- You have excellent organizational, troubleshooting, problem determination & resolution, and analytical skills.
- You have excellent oral and written presentation skills.
- You are a strong team player and individual contributor with the ability to build relationships across the organization.
- You are process oriented in change and problem management disciplines.
- You are Customer, Service and Results oriented.
- Hint: Conversational in French, Spanish or another second language would be an asset

**EXPERIENCE & QUALIFICATIONS**:

- Bachelor degree or diploma in Computer Science, Engineering or equivalent
- Technical experience and proficiency in deploying and supporting enterprise software solutions.
- Customer service experience.
- Experience with SaaS, and in particular, experience with and/or knowledge of Microsoft Azure
- Working knowledge of SQL queries/commands, basic UNIX commands and batch scripting
- Experience with Microsoft Operating Systems and major databases (SQL Server, Oracle)
- Exposure working within the retail grocery industry and/or large enterprises would be an asset.

**TRAVEL REQUIREMENTS**:
**WHY INVAFRESH?**
- Competitive compensation and flex hours and location
- We take great pride in our first-class team and culture. Open-door approach at all levels.
- Entrepreneurial and rapid growth.
- The premium and most progressive product on the market. Focus on continuous innovation.
- Work hard/Play hard mentality; we thrive on change and continuously strive for excellence.
- Real-time coaching and feedback, growth opportunities, and a supportive and collaborative team

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