Product Support Technical Specialist

4 weeks ago

Toronto, Ontario, Canada Apex Time Solutions Full time

Position Overview:

We are seeking a dedicated Product Specialist for Technical Support. This role is essential for ensuring the effective delivery and assistance of our products across various sectors within a designated area. The Product Specialist will be instrumental in offering technical support to our clientele. As part of the Production Implementation and Support Team, you will engage in real-time assistance through various communication channels, including direct interactions with clients and utilizing our internal incident management system. The primary objective of this position is to facilitate our customers' success with our offerings. Responsibilities include the implementation, management, and resolution of intricate technical inquiries and challenges related to product functionality and architecture.

Key Responsibilities:

  • Serve as a Subject Matter Expert, capable of comprehending existing workflows, identifying and articulating issues, and proposing effective solutions.
  • Provide strategic guidance by evaluating significant process enhancements and executing necessary system modifications to support these efforts.
  • Leverage extensive experience in business-to-business (B2B) environments to create conceptual designs, develop prototype options, draft functional specifications, and collaborate closely with functional users for implementation.
  • Ensure alignment of business requirements and technical strategies with design across all operational units.
  • Collaborate in a team-oriented environment, working cross-functionally with Development, Sales, and Quality Assurance teams.

Technical Qualifications and Experience:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • A minimum of 3 years of experience in manufacturing and/or distribution settings, with a solid understanding of software integration and business operations.
  • At least 3 years of practical experience in database configuration and user training, including familiarity with Project Methodologies, troubleshooting, and collaborating with developers to find solutions.
  • Prior experience with Payroll, Accounting, CRM, ERP, and similar software functionalities.
  • Exceptional communication skills, with the ability to convey information effectively across various levels of the organization.

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