ERP Support analyst

ERP Support AnalystAre you passionate about technology and business processes? Would you like to be part of a growing company that cares about the well-being and fulfillment of its employees? The position of ERP Support Analyst is perfect for you! Our missionAt Fidelio, we help small and medium-sized businesses grow and become more competitive. How do we do this? By helping them optimize their business processes with our integrated management system. Well-established in Quebec for over 20 years, we're now expanding rapidly into the Ontario market.What we'd like to offer you : Flexible schedules with the possibility of finishing at noon on Fridays Remote work Competitive compensation Ongoing training and mentoring Insurance and a group RRSP Monthly social activities! Your future responsibilities : Continuously develop and update knowledge of the range of solutions offered; Handle front-line service requests from customer-users (by telephone or e-mail); Analyzes the nature of the request, qualifies it, diagnoses the problems raised using a problem-solving and active listening approach; Documents and updates all data relating to interactions with the user and other resources involved, in accordance with established procedures; Reproduces technical problems experienced by users, where appropriate; Communicates with internal specialists to find optimal solutions to problems raised, and consults all available tools to identify and implement solutions; Informs, advises and instructs customers to solve first-level problems; Refers problems that cannot be resolved immediately to the appropriate departments; Participates in problem documentation, knowledge transfer and other procedural and methodological documents; Participates in the identification and implementation of new work methods to improve efficiency and customer experience. What we're looking for : A degree specialized in information technology or a field relevant to the role, or a combination of training and experience relevant to the role; One (1) to two (2) years' experience in providing technical support to users, or as a user of integrated management software in a company (ERP system); SQL knowledge; Ability to communicate well and explain needs and appropriate technical solutions to our customers; Autonomy, team spirit and sense of responsibility; Knowledge of SME reality; Patience, self-control and empathy; Proficiency in MS Office suite; Ability to work on several projects simultaneously, sometimes to tight deadlines; Exceptional and positive internal/external customer approach, focused on coaching and problem-solving; Excellent oral and written communication skills in French and English. Do you have the profile we're looking for? It's time to apply!