Technical Support Analyst : Montreal Centre-ville

Located in Montreal, Quebec, eXplorance Inc. has built an impressive client base - quickly.
Since opening our doors in 2003 as a privately-held company, we`ve earned a leadership role as a global Enterprise Feedback Management (EFM) System solution provider counting organizations like the University of Pennsylvania, LendingTree.com, the National Bank of Canada, the University of Louisville, the University of Toronto, Nexen Inc. and NASA among our many satisfied clients.
At the heart of most rapid success stories are value-driven products and services. The growth of eXplorance reflects that.
Seeing a need in the EFM marketplace for convergence amongst various IT systems within many organizations, eXplorance set out to create a system that would reach across an entire organization to facilitate the process of information dissemination, gathering, analysis, and reporting..The result was Blue software - currently supporting 3.7 million global users.
Purpose:
The Technical Support Analyst provides quality, professional enterprise software application support that results in a high degree of Client Satisfaction.
Essential Functions:
• Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels
• Monitors, documents, and manages the resolution process in a timely manner, while effectively communicating status with the client to maintain a high rate of client satisfaction
• Provides advanced technical support to customers, answer questions on function and usage of product, gather relevant information and determine troubleshooting steps to diagnose & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case
• Understands customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyzes problems, identify user/configuration errors, or identifies issues in software and recommends workarounds and solutions
• Participates in the Knowledge Management process through creation and use of materials
• Performs other duties and responsibilities as assigned

Knowledge, Skills, & Abilities:
• Excellent analytical and problem solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts and derive solutions
• Bilingual (French, English)

Training & Experience:
• Bachelor`s degree in Computer Science or equivalent preferred
• 5+ years of combined experience in one or more of the following functional areas: Technical Support for Enterprise Software Systems, Software Development, Professional Services for Enterprise Software Systems, Quality Assurance/Engineering for Enterprise Software.
• Technical certifications and/or equivalent training preferred
• Working knowledge of Windows Operating Systems and Server Technologies preferred
• Experience working with database structures preferred

• Location: Montreal Centre-ville
• Compensation: TBA
• Principals only. Recruiters, please don`t contact this job poster.
• Please, no phone calls about this job!