Application Support Specialist

2 days ago

Montréal, Canada MNP Full time

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.

Make an impact with our Technology - Operations team as an Application Support Specialist. This diverse team of tech-savvy problem solvers embraces digital transformation and the possibilities technology brings to the future of our industry. As a trusted advisor, you’ll support, utilize and maintain MNP’s technology to ensure smooth IT operations, enabling team members to work efficiently and effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

**Responsibilities**
- Assist with queries from internal users regarding MNP’s internal Practice Management system
- Monitor support tickets using an IT support database
- Manage a support queue and resolve user requests using effective prioritization
- Review and diagnose requests and work with the product leadership and development team to resolve issues related to bugs and user training
- Document issues and solutions, and work alongside our Development team and vendors to implement improvements
- Identify product functionality and user training issues
- Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
- Understand functionality from a user perspective of products used in the various service lines for preparation of files and client deliverables
- Communicate bugs, user experience challenges and potential areas for process improvement to the development team
- Ensure bugs and other fixes have been addressed by development team
- Document resolutions to reoccurring issues or workarounds in the knowledge base

**Skills and Experience**
- Two (2) or more years of relevant work experience in a Technology support role
- Ability to communicate verbally and writing in French and English is required
- Experience working within a Professional Services firm considered an asset
- Extensive experience gathering requirements and feedback from users
- Service oriented with a professional attitude and desire to answer customer inquiries in a timely manner
- A customer-centric mentality with desire to drive exceptional experiences
- Ability to communicate clearly, orally and in writing
- Strong computer literacy including effective working skills of Microsoft Word, Excel and PowerPoint

More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.

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