Product Support Analyst

Description:

Invera Inc. is seeking an experienced Product Support Analyst to join its Client Services team. Reporting to the Director, Product Support, the successful candidate will bring a strong customer service background and ERP experience within the metals industry. This role is responsible for assisting clients with inquiries and troubleshooting issues related to Invera’s software solutions, while ensuring an exceptional client experience.

KEY RESPONSIBILITIES

· Handle customer support calls for timely resolution.

· Assist customers with the operation of Invera products, such as INVEX and STRATIX.

· Research reported customer issues.

· Document steps to reproduce customer issues for escalation and resolution.

· Keep management informed on the progress of issues and customer questions.

· Assist other product consultants as needed.

· Test product fixes and enhancements.

QUALIFICATIONS

· Minimum two years of experience providing customer support for ERP systems within the metals industry.

· University degree in management of information systems, business administration or in a related field.

· Strong analytical and problem-solving skills.

· Ability to diagnose and resolve process issues and assess business impact.

· Proven track record of solving complex problems, both externally for customers and internally within the organization.

· Ability to provide alternative solutions as required.

· Bilingualism (French and English). Excellent verbal and written communication skills in English are necessary to interact effectively with international clients and business partners.

· Strong interpersonal skills with a commitment to quality work and service excellence.

· Ability to work both independently and as part of a team.

· Proficiency in MS Office.