Technical Application Specialist | BisTrack

About the role

As a Technical Application Specialist, you will diagnose, troubleshoot, repair, and debug software. You will assist customers with the operation of a specialized retail accounting software application in a small call center environment.

Responsibilities

• Investigate and resolve application support cases reported by BisTrack customers, ensuring complete documentation and clear understanding of the issue.
• Respond to complex situations where standard troubleshooting procedures are insufficient by applying strong technical knowledge and customer-centric communication skills.
• Stay current with software updates, new features, and system changes to provide accurate and timely support.
• Liaise between support, development, quality assurance, and professional services teams as part of the larger customer support effort.
• Manage assigned support cases end-to-end, providing timely follow-up and clear communication via phone and email.
• Mentor and support other team members to improve overall technical expertise and service delivery.

Requirements

• 3+ years’ experience and demonstrated success/knowledge in technical support.
• Post-secondary education in a related discipline and/or industry knowledge/experience.
• Knowledge of supply chain management (SCM) concepts and business processes in manufacturing, retail, or distribution.
• Strong understanding of ERP modules, particularly in order management, purchasing, and warehouse/inventory management.
• Proficiency in troubleshooting ERP application or similar software packages.
• Experience in a software support environment with high call volumes and large numbers of clients and users.
• Excellent verbal and written communication skills in English, strong customer experience and interpersonal skills, and exceptional problem-solving and analytical abilities.

Qualifications

• Work experience in manufacturing, retail, or distribution business processes.
• Knowledge of Microsoft SQL, ERP applications or analytical tools.

Skills

• Technical Support
• ERP Applications
• Customer Service
• Problem Solving
• Communication

Benefits

Competitive Pay & Benefits
Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Pay

Range Minimum: $62,000 USD
Maximum: $100,000 USD

Schedule

Not specified