Integration Support Analyst

As an **Integration** **Support Analyst**, you will join the TrueCommerce Support team and will be responsible for providing our customers with professional 1st and 2nd level technical assistance, both online and over the phone by providing them with a unique and positive experience. The assistance will focus on integrated solutions, web and EDI (Electronic Data Interchange) exchanges with our customers' business partners.
This role will be based out of our Montreal, Canada office.
**Integration Support Analyst Roles and Responsibilities**:
Based in **Montreal, Canada**, you will accompany clients in the use of TrueCommerce solutions but also, in some cases, in the use of their ERP and IT environments.
Your typical day can be composed as follows:

- Manage production IT environments internally and externally;
- Coordinate customer calls, investigate and analyze the situation in order to determine the cause of incidents, diagnose problems and then inform customers of solutions;
- Quickly and efficiently identify problems and be able to coordinate the resolution of complex technical problems with the appropriate departments;
- Design, document and implement standardized usage procedures and customer service guidelines for remote software support;
- Provide support (Level 1 and 2) on all our software;
- Record all reported customer issues in the ticketing system;
- Inform management and users of the progress of the work;
- Answer general customer questions about software and tracking their EDI documents;
- Build good working relationships internally and externally;
- Ensure the follow-up of operations;
- Update our solutions;
- Train users (customers) by telephone on our software and/or their software (ERP) and IT environments;
- Test in a QA environment;
- Deploy and implement new projects on production servers;
- Implement TrueCommerce’s integrated solutions to ERPs

**Education and Skills**:

- Diploma of professional, college or university studies in computer science combined with relevant experience.
- Bilingualism (English / French)
- Knowledge of office tools in the Windows environment
- Knowledge of MS-DOS commands
- Customer Service Experience
- Experience and/or knowledge of electronic data interchange (EDI) and the preferred supply chain
- A definite asset if you already have experience with:

- SAP BusinessOne
- SAP By Design
- Microsoft Dynamics Nav, Business Central, or Finance and Operations
- Net-Suite

**Qualities**:

- Are a go-getter: proactive and motivated
- Are an autonomous person with a strong team spirit
- Have a great sense of responsibility and an excellent sense of decision:

- Love to manage several things at once: you have a very good sense of organization and know how to manage your time and priorities;
- Are persistent, with an excellent sense of service and customer satisfaction;
- Like to find solutions to problems encountered;
- Learn fast and are curious to discover new concepts, tools and technologies;
- Work efficiently even under pressure;
- Are an excellent communicator and pedagogue, gifted to explain and popularize complex information (both written and oral)
- TrueCommerce, a global provider of trading partner connectivity, integration and unified commerce solutions, is the most complete way to connect your business across the supply chain, integrating everything from EDI, to inventory management, to fulfillment, to digital storefronts and marketplaces, to your business system, and to whatever comes next. To stay ahead in today’s dynamic global market, companies need to be able to do business in a lot of different directions at once. TrueCommerce has helped businesses be more connected, more supported, and more prepared for what’s next. That’s why thousands of companies - ranging from start-ups to the global Fortune 100, across various industries - rely on us._
- TrueCommerce. Do business in every direction._
- Our culture and values are what set us apart TrueCommerce provides an open and positive work environment where providing employees with a work/life balance is key. Work is not only challenging, but interesting and rewarding as well. We encourage employees to grow and develop by providing opportunities for advancement. We offer competitive benefits including a 401(k) with employer match, health insurance, dental insurance, vision insurance, disability insurance, life and AD&D insurance, paid time off (PTO), and parental leave._
- Additionally, TrueCommerce organizes events throughout the year like global town hall meetings, team outings, holiday events, and opportunities to volunteer for charities. Come join our team_

**Education**
Required
- Associates or better in Computer Science or related field