ABP Personnel Consultants
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Product Support Consultant

Employment sector: IT
Status: Permanent
Salary: To be discussed
Workplace: Montréal, QC

 

1. Job Qualifications

Education:

  • Bachelor’s or Master’s degree in Business/Commerce. Major/Minor in MIS is an asset.

Experience:

  • Knowledge of Windows & Microsoft suite of products (Mail, Word, Excel) is an asset.
  • Knowledge of ERP Business Process & Implementation is an asset.

Skills:

  • Strong telephone communication & English writing skills
  • Strong problem research & comprehension skills
  • Good analytical and problem resolution skills
  • Independent and group work skills
  • Work efficiently under pressure
  • Courtesy, empathy, and tactfulness
  • Good Interpersonal skills
  • Knowledge of SQL for database queries

 

2. General Statement of Duties

  • Emphasis in on-going customer phone support on business application software in some of the following areas: accounting, finance, distribution, production & inventory control

 

3. Specific Duties

Product Support & Consulting:

  • Handle support calls from customers for timely resolution
  • Assist customers in the appropriate operation of the software products and procedures
  • Assist Jr. Product Support Consultants as required
  • Research & reproduction of reported problems
  • Outline problem & reproduction steps
  • Procedural review of customer operations
  • Escalation of problems and customer issues to management

Testing & Quality Control:

  • Perform testing on software products and new product releases
  • Perform testing on product fixes
  • Assist Jr. Product Support Consultants as required

 

Customer Education:

  • Assist customers in the appropriate operation of the software products and procedures
  • Maintain constant customer relations

 

     Continuing Education:

  • Review of all new product releases for features and functions
  • Review of training manuals & materials
  • Train Jr. Product Support Consultants as required

 

4. Contacts

Internal:

  • Customer Services
  • Technology Integration Department
  • Product Design Department 
  • Research & Development Department
  • The above contacts are primarily of an information giving/getting problem solving nature or consultation on features and functions of the software products. The Manager of Product Support must be consulted prior to consulting outside the group.

 

External:

  • Extensive contact with customers to provide ongoing support

 

5.   Supervision

  • No supervisory responsibilities

 

6.   Working Conditions

  • When required, must be willing and able to work long hours to complete critical assignments.
  • Working hours will vary on a weekly basis, beginning as early as 8AM and as late as 6PM. Working hours is scheduled in advance as required.
  • On rotation stand-by support, required to carry a pager and/or cell-phone in order to respond to customer related calls for Computer Emergency Operations and/or stand-by support. Computer access will be given from home to customer sites via a laptop when on stand-by.
  • Some travel to customer sites may be required

 

If this job offer is of interest to you, please send in an electronic copy of your resume (PDF or .doc) to the following address: gilbert@abppers.com

Gilbert Pigeon, senior consultant

(514) 939-3399 ext. 101

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ABP Personnel Consultants Inc.

514- 939-3399

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