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Product Support Technical Specialist

2 months ago

Toronto, Ontario, Canada Apex Time Solutions Full time

Position Overview:

We are seeking a dedicated Technical Support Product Specialist at Apex Time Solutions. This role is pivotal in ensuring the effective delivery and support 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 Group, you will engage in real-time assistance through various communication channels and in-person interactions, utilizing our internal incident tracking system. The primary objective of this position is to empower our customers to succeed with our offerings. The responsibilities encompass implementation, addressing, and resolving intricate technical inquiries and challenges related to product functionality and architecture.

Key Responsibilities:

Serve as a Subject Matter Expert, demonstrating the ability to comprehend existing workflows, identify and articulate issues, propose, and implement solutions. Provide strategic guidance by evaluating key process enhancements and executing system modifications to support these efforts. Leverage extensive experience in business-to-business (B2B) environments to create conceptual designs, explore alternative prototypes, draft functional specifications, and collaborate closely with functional users for implementation. Ensure alignment of business requirements and technical direction with design across all operational units. Collaborate in a team-oriented environment, engaging in cross-functional teamwork with Development, Sales, and Quality Control teams.

Technical Qualifications and Experience:

A degree from a College/University 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 processes. At least 3 years of practical experience in database configuration and end-user training, including project methodologies, troubleshooting, and collaborating with developers to identify solutions. Prior experience with Payroll, Accounting, CRM, ERP, and related software functionalities. Exceptional communication skills, with the ability to convey information effectively across various levels of the organization.