Technical Support Advisor

1 day ago

Longueuil, Canada mdf commerce Full time

**Location**:Longueuil, QC **—Possibility to work from home #LI-Remote**

**mdf commerce Inc **. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

We are currently looking for a Technical Support Advisor to join our IT team.

**What will your main responsibilities look like?**

In this role, you will be led to:

- Answer support requests from internal users by providing professional and efficient technical assistance.
- Resolve IT incidents and service requests within established deadlines.
- Escalate or redirect incident tickets to level 2 or appropriate teams in a timely manner if the problem requires corrective action or specific expertise.
- Document tickets properly, clearly and in detail.
- Follow up regularly with the caller and keep incident tickets up to date.

**What elements of your professional background will be necessary and useful in this role?**
- Patience, listening skills, ability to understand a situation and communicate with users with different levels of IT knowledge.
- Ability to manage priorities and handle several requests in succession.
- Excellent English and French language skills, both oral and written, due to frequent interactions with English and French-speaking internal and external colleagues and partners across Canada and the United States.
- Demonstrate rigor, organization and autonomy in his/her work, as well as interpersonal skills, courtesy and politeness in all communications.
- Willingness to learn quickly, embrace change and be able to adapt to a constantly evolving environment.
- Familiarity with IT services center operations and ability to contribute to its improvement.
- Willingness to be part of an expanding company looking to double its size in the next one to two years.

**Which qualifications are we looking for?**
- Attestations of Collegial Studies (ACS) in computer support or Diploma of Collegial Studies (DEC) in computer science or related certifications/experience.
- Good understanding of Microsoft Office 365 suite, Azure, Win 11 environment.
- Knowledge of TCP/IP would be an asset.
- Good understanding of ITIL would be an asset.
- Experience with Jira would be an asset.

**mdf commerce **subscribes to a program of equity and equality in employment.

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