Technical Support Analyst

3 weeks ago


Toronto, Canada Olade Consulting Full time

**Technical Support Analyst - SYSPRO Canada**

**Key Responsibilities**

Customer Support and Call Logging
- Provide day-to-day telephone
- Consultants, Value Added Reseller Consultants and Direct Customers.
- Answer the Support telephone line and assist callers.
- Create support cases for received calls in Freshdesk
- Manage new support cases in your queue as follows
- Prioritize calls according to severity and time-zone of customer
- Contact customers within 24 hours of receiving a new case

Issue Testing and Event Logging
- Test and attempt to duplicate reported issues
- Log Queries, Errors and Enhancement Requests through to SYSPRO Corporate Support
- Utilize multiple resources to assist in troubleshooting, such as:

- Previous CRM case information o CRM Knowledge Base articles
- SYSPRO Training Guides, Reference Guides and other published materials
- Knowledge and experience of other Support Team members Follow-up, Escalation and Resolution
- Participate in additional internal projects as needed
- Demonstrate a commitment to continuous improvement and personal development
- Demonstrate clear, professional and courteous communication with customers and co-workers
- Demonstrate a positive team attitude by effectively working with and mentoring under other Support Team members

**Skills, Knowledge and Expertise**
- 2+ years Technical Support or external Help Desk Support
- Bilingual
- English & French preferably
- Intermediate-level SQL Server experience with a good understanding of SQL query syntax and database structure
- Basic-to intermediate-level understanding of VB Scripting (preferably within SYSPRO)
- Intermediate level understanding of Accounting practices (within SYSPRO preferred, not mandatory)
- Customer Service experience

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $50,000.00-$60,000.00 per year

**Experience**:

- SQL: 2 years (required)
- Technical Support or external Help Desk Support: 2 years (required)

**Language**:

- French (required)

Application deadline: 2023-06-13



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