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Product Support Technical Specialist

3 months ago

Toronto, Ontario, Canada Apex Time Solutions Full time

Position Overview:

We are seeking a dedicated Technical Support Product Specialist to ensure the effective delivery and assistance of our products across various sectors within a designated area. This role is essential in providing technical support to our clientele, facilitating their success with our offerings. As part of the Production Implementation and Support Group, 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 empower our customers in maximizing the benefits of our products. Responsibilities encompass the implementation and resolution of intricate technical inquiries related to product functionality and architecture.

Key Responsibilities:

Serve as a Subject Matter Expert, adept at understanding current processes, identifying and defining challenges, 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 develop conceptual designs, create prototype alternatives, draft functional specifications, and collaborate closely with functional users for implementation. Ensure alignment of business requirements and technical direction with design across all organizational units. Collaborate in a team-oriented environment, engaging in cross-functional teamwork with Development, Sales, and Quality Assurance teams.

Technical Qualifications and Experience:

Bachelor’s degree in Information Technology, Computer Science, or a related field. Over 3 years of experience in manufacturing and/or distribution settings, with a solid understanding of software integration and business workflows. More than 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 effectively convey information across various levels of the organization.