Mi9 Retail is a high growth software company that enables the world’s leading retailers to automate and optimize their entire Plan-to-Sell® process, from planning to managing to selling merchandise in-store, online, and on any device.
We are hiring a Level 1 Technical Support based in our Montreal office. In this role, you will combine past experience in troubleshooting computer hardware, software and database platforms to solve complex issues and escalated cases, including identifying effective outcomes. The candidates who will be most successful will demonstrate high self-motivation, focus, energy, flexibility to work Paris hours,
some weekend shifts and the ability to work effectively in a fast-paced environment.
What you’ll be doing
Provide support to customers through various channels, including telephone, email, or other media.
Solicit sufficient information from customers and users to make an accurate initial diagnosis of the problems.
Make initial classification of user request, guide users through operation instructions where applicable, and take ownership of finding a resolution to the issues.
Ensure consistent and transparent issue resolution by maintaining accurate and complete records of phone calls, documenting solutions to issues reported, and empower clients by posting client-facing FAQs and Knowledge base articles.
Serve as subject matter expert by developing deep knowledge of MI9’s range of enterprise products.
Escalate complex problems or requests to appropriate person or team, providing them with diagnostic data and other relevant information and support
Solve basic and common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser related issues.
Reproduce bugs in local environment in order to assist QA in testing new builds.
Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customer apprised of progress, and collaborating with other teams as needed
Resolve incidents in a timely manner as per established Service Learning Agreements.
Some travel may be required.
Other duties as assigned.
What you bring to the table
Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience. An equivalent combination of experience and education will be considered.
Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
Bilingual English/French required
Flexibility to work Paris hours and some weekend shifts
Exceptional verbal and written communication skills.
Strong analytical and critical thinking skills.
Proficiency in troubleshooting computer hardware, software and database platforms.
Proficient with Microsoft Office Products.
Conceptual understanding of .NET development/support/operations.
Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
Pluses: prior experience in the retail industry or working at a help desk; experience with MicroStrategy analytics; integrating data using SQL Server Integration Services
Mi9 enables the world’s leading retailers to automate and optimize their entire Plan-to-Sell® process, from planning to managing to selling merchandise in-store, online, and on any device. Our corporate retail systems facilitate better demand forecasting, planning, and merchandise management; our point-of-purchase systems increase revenue and customer engagement; and our analytics tools speed time to insight. Mi9 cloud-based solutions incorporate the latest innovations in AI and machine learning to boost system intelligence, automate manual routines, and deliver exception-based workflows. Mi9 Retail is committed to helping retailers on their path to success, so they can maximize revenue, increase margins, and reduce costs.
Must be legally authorized to work without visa sponsorship for employment.
Mi9 Retail is an Equal Opportunity Employer.
No phone calls please.
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