Reporting to the Director of Support, the Support Analyst is responsible for the support of IndustryBuilt’s vertical product, JustFood, with a focus on the operational processes of a food processor and distributor.
- Work on a support team made up of Support Analyst and Support Developers to successfully support the JustFood application following our standard methodology.
- Interview the customer to understand the problem they are having and the business processes and requirements.
- Problem solve with clients and/or colleagues to identify issue and offer solutions.
- Identify customer requirements that are not met by the JustFood solution:
- Work with the customer to determine solutions to these requirements;
- Document and submit requirements to the development team;
- Complete testing of the development, working with the development team and the customer;
- Deploy the new development and train the customer on its use.
- Follow the IndustryBuilt support methodology and standard practices;
- Follow communication standards established within the Services team (e.g. set agendas, session recap / minutes, etc.)
- Attend company/department meetings;
- Maintain a good working relationship with other departments and the management team;
- Expand product knowledge through ongoing training and mentoring.
- Achieve the monthly support targets
- Maintain high degree of customer satisfaction
- 3-5 years of ERP implementation experience.
- Experience in food verticals is an asset.
- Experience in implementing and/or supporting Microsoft Dynamics NAV.
- 3-5 years related business experience in the equipment industry is helpful but not necessary.
- University degree or equivalent.
- Experience using MS Office Suite with proficiency using Excel.
- Excellent written and verbal communication skills.
- Excellent communication and consulting skills to build strong relationships with business users, team members and service providers
- Proven ability to build and maintain strong working relationships with customer and internally.
- Ability to work in both a team environment and independently.