Enterprise Software Support Specialist

7 days ago

Greater Montreal Metropolitan Area, Canada IBS Software Full time
Overview

IBS Software is a renowned global provider of innovative IT solutions for the Travel, Transportation, and Logistics industries. As a specialist in the domain, IBS offers a comprehensive range of products and services that manage critical operations of airlines, airports, cruise lines, hospitality partners, and tour operators, helping them increase safety, maximize efficiency, improve revenue, manage growth, and reduce costs.

The company's software suite is dedicated to crew planning optimization for the airline industry, aiming to reduce operational costs, increase efficiency, and enhance crew member quality of life.

Salary:$90,000 - $120,000 per annum

Job Description

We are seeking an experienced Enterprise Software Support Specialist to join our dynamic team of support analysts within the Professional Services & Support department of IBS. As a key member of the team, you will collaborate closely with clients and internal stakeholders by answering questions on product functionality and usage, troubleshooting and resolving issues to maintain the highest level of customer satisfaction, and ensuring our products continue to meet the complex needs of our customers.

The ideal candidate will work closely with the development, testing, business analysis, and account management teams to improve the application experience of our software users. Key responsibilities include:

  • Analyzing and diagnosing technical and functional problems encountered by our customers and recommending solutions
  • Acting as Level I and II support to resolve issues and/or escalating to our team of developers for more complex cases
  • Utilizing advanced functional application knowledge to train customers on different functionalities of our applications, in relation to their business processes
  • Assisting and keeping clients and account managers informed of resolution status for their questions and issues
  • Reviewing and analyzing client data to resolve issues and provide solutions and improvements to IBS applications
  • Updating client-related documentation, such as training materials, user guides, online help, and knowledge bases
Required Skills and Qualifications

To succeed in this role, you should possess:

  • A college diploma or university degree in computer science or a related field
  • At least 2-5 years of relevant experience in software support or airline planning roles
  • Strong analytical and problem-solving skills
  • Ability for multitasking and prioritization, with excellent organizational skills
  • Excellent interpersonal and communication (verbal and written) skills in English
  • Deep commitment to customer service excellence
  • Ability to work independently and as a team member
  • Ability to thrive in a fast-paced environment
  • Unix and SQL knowledge is an asset
  • An interest in flight operations and planning is an asset
  • ITIL Foundation (V3 or V4) considered an asset
  • Agile and SCRUM considered an asset
Benefits

We offer a competitive compensation package, including:

  • Performance-based career growth opportunities
  • Continuous learning programs
  • Global exposure
  • Gaining in-depth domain knowledge
  • Working with the latest technologies
  • Operating with the brightest minds in the industry
  • Functioning out of state-of-the-art facilities and infrastructure
  • Competitive compensation
  • Company-paid employee benefits, vacation, sick, and personal leave

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