Technical Support Agent managing IT systems and providing user support at Caisse Desjardins. Involves platform administration, network activities, and troubleshooting technologies in cooperative banking.
About the role
- Support Analyst assisting clients with ACOM's ERP modules through chat, email, and phone. Analyzing and resolving issues while ensuring client satisfaction in a dynamic environment.
Responsibilities
- Provide excellent first-level support for the company's administrative and operational system modules to external clients via chat, email, and phone using the Movidesk platform.
- Analyze, reproduce, and resolve problems reported by clients, focusing primarily on identifying root causes.
- Identify and apply workarounds for incidents whenever possible to mitigate client impact.
- Log clear and concise information in the system to ensure proper understanding of each support interaction.
- Monitor SLAs and manage follow-ups with clients, partners, and internal teams.
- Analyze client request data to assess urgency and prioritize resolution.
- Build and maintain strong relationships with internal and external clients.
- Proactively monitor for potential issues and propose solutions to reduce the occurrence of bugs and repeat support tickets.
Requirements
- Experience in Technical Support
- Microsoft Office (Office suite)
- Integration via APIs and text files
- Analysis of transactions, logs, and system behavior
- Integrated management systems (ERP/POS) for the retail sector
- Retail fiscal and financial routines (tax and accounting processes)
- Desired knowledge:
- Knowledge of routines in the foodservice/food retail segment
- Knowledge of integration with POS systems
- Familiarity with widely used POS systems
- Experience with SaaS or complex platforms
- Experience with ticketing/helpdesk platforms such as Movidesk or similar
Benefits
- Salary advance
- Health insurance
- Home-office allowance
- Pharmacy discount program
- Dental insurance
- Workplace exercise program
- Profit-sharing (PLR)
- Life insurance
- Food allowance
- Transportation allowance
- Meal voucher
- Employee discount club
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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