Position description:

This position is responsible for performing in-depth ERP application technical support via telephone, written correspondence and electronic media delivering a high level of resolution on first customer contact.

The TSR provides service and support for medium to complex products under general supervision. The TSR communicates with customers who possess a wide range of skill levels. At a peer level, works with team senior TSR to orchestrate and communicate issues appropriately.

As the first point of contact for the customer, this role requires a general understanding and experience in management software, CRM trouble ticket tools, remote control software, troubleshooting and customer handling techniques to resolve at least 80% of initial calls on-line, without having to escalate to Level 2 Technical Support team.

Responsibilities:

• Initial problem isolation and resolution for requests and problems.
• Visual 2000 products troubleshooting, problem isolation and resolution.
• Client configuration assistance using PC Remote connectivity tools.
• Provide initial support, service and assistance of client configuration hardware and supported applications including: WIN XP, WIN2000/2003 and Peripherals, including network printers and configuration assistance.
• Limited system performance tuning.
• Remote connectivity assistance for Visual 2000 products / PC application support.
• Application installation and configuration assistance
• Functionality support.
• Fault isolation for all defects / issues.
• Accept, validate and log calls from authorized users.
• Fully document all calls, including all resolution steps.
• Set expectations by notifying call initiator of call status, including general updates, action plan, next steps and call closure.
• Track calls to ensure that responses are timely and escalated in accordance with the company's escalation procedures.

The TSR ensures support procedures are followed at all times; identifies fixes and follows the process to update the company's knowledge base.

Requirements:

• Must speak English and French.
• Minimum 2 years of college, or related training or Minimum 1 year related work experience required in a technical support environment.
• General understanding of business processes: Sales, Inventory, Accounting, Manufacturing, etc…
• Minimum 1 years of hands-on PC applications support including:
• LAN/WAN technology and applications used in LAN/WAN environment.
• Operating Systems experience includes WinXP Pro, Win2000.
• Desktop Applications experience includes Office 2000/2003, Outlook 2000/2003 and Office XP.
• Ability to navigate PC MS based products including Internet Explorer and WWW understanding
• Proficient in MS Suite of Office Products such as Word and Excel.
• Demonstrated strong interpersonal, written and verbal communication skills are required in order to communicate with a variety of people.
• Excellent customer service and advanced problem solving ability.
• Strong organizational skills with the ability to manage multiple tasks and changing priorities.

APPLY FOR TECHNICAL SUPPORT REPRESENTATIVE

Position description:

The Visual 2000 International consultant is responsible for the on-site delivery of project management, consulting and training services of Visual’s management software solutions. This is a unique opportunity as Visual 2000 International continues to expand its presence in the Apparel and Textile markets.

General skill requirements:

• Well-organized
• Detail-oriented
• Excellent oral and written communication skills.
• Able to prioritize and manager multiple, concurrent projects and tasks.
• Strong customer-facing skills with a combination of technical and people skills.
• Accurate and timely reporting of time and expenses.
• Project management (minimum of two years) - Ability to develop client implementation project plans, organize project teams, manage and monitor the implementation progress.
• Strong desire to work with clients, create and offer solutions.
• Experience in structured implementation methodology and all phases of software development lifecycle.

Business skill requirements:

• ERP / PDM / PLM   implementation consulting.
• Apparel, Footwear or, Textile industry expertise.
• Creation and delivery of training materials to end users.
• Analysis and documentation of client business processes.
• Delivery of accurate and concise status reporting to project stakeholders.
• Ability to recognize and pursue process improvements of client’s operational procedures.
• Implementation of financial system applications and an understanding of the relevant accounting implications.
• Financial applications (General Ledger, Accounts Payable, Accounts Receivable).
• Warehouse Management Systems.

Technical skill requirements:

• MS-SQL Server 2000/2005
• Windows Server 2000/2003
• Proficiency in using MS Office products (Word/Excel/PowerPoint/Access)

Expected travel:

• 25 to 50%

Education requirement:

• BS or MS in Business Administration, Information Technology, or similar degree
  
  

APPLY FOR ERP CONSULTANT/TRAINER