[Senior] Technical Support Specialist

Come join a winning team!

e-Emphasys is a fast-growing enterprise software company that makes the industry’s leading ERP platform for Heavy Equipment dealerships. These are the guys who sell or rent-out the big yellow machines we see every day on our roads or construction sites. What we don’t always think about are the other big yellow machines in the mining, agriculture, forestry and material handling industries. We help their dealerships improve their performance, too. We are a smart bunch of folks who take great pride in the company we have built together.

Today, we are over 250 employees with customers in seventeen countries. We are completely employee-owned, which means we decide what type of company we want to be. That’s pretty cool. We are always on the look-out for outstanding talent to join us on our journey. If you are looking for a true meritocracy where good ideas are championed from any corner, and you can check your ego at the door (but never your sense of humor) we may be the next right home for you. Oh, and we offer a competitive compensation package and a full benefits program – health, dental, vision, life, 401K – to every employee. That’s why so many of our folks have been with us for 10-15 years. We have the happiest customers and employees in the business.

[Senior] Technical Support Specialist

We are looking for one or more technical support specialists to own the post go-live Customer Experience with our equipment dealership customers. This is a critical role that interfaces directly with our customers and works equally closely with our back-end support organization (escalated support and the development team) in our R&D headquarters. We are seeking candidates with a love of customer engagement, a natural infinity to technology and a couple years of experience in a software support organization. This is a great way to learn an Enterprise Resource Planning (ERP) solution and it is anticipated that high-performers will have the career opportunity to move into our Consulting organization.

 

Key Responsibilities:

The primary responsibility will be to provide Tier I Functional (Finance, Sales, Rentals, Parts and Services functionality) and Technical (Infrastructure and databases) support to our install base of customers. The Technical Specialist will work closely with our customers to correctly identify and verify the issues in the e-Emphasys ERP system. Issues can be product bugs, specific enhancement requests or areas where the customer requires additional training. The Support Specialist will generate accurate descriptions of the problem and provide the necessary support document to the relevant internal departments. These include Escalated Support, our Consulting organization or our R&D team. The Support Specialist will also help generate a knowledge base and provide information to our customers on their e-Emphasys ERP and e-Emphasys applications solutions. Excellent knowledge of our product will be required (extensive training will be provided) so that the Support Specialist can effectively communicate and update the customer on the issue.

 

Primary Skills (requirements):

The successful candidate will have a deep understanding of the Support Process and, ideally, a couple years of working in support for an Enterprise Software company. Candidates will have hands-on experience with at least one Ticket Handling software package and excellent Oral and Written communication. We pride ourselves on our teamwork, so great inter-departmental communication and teamwork is required to resolve issues and meet our contractual obligations with our customers. A good ability to triage issues and know when to escalate to the manager of Support. Excellent ability to prioritize tasks and effective time and self-management is required. Open to working different shifts, although this position will initially only cover our North American customers.

 

Secondary Skills (nice to have):

Additional Knowledge / Experience in the DMS Domain will be an added advantage.