PJoin our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services Insurance (FSI), Travel Hospitality, Telecom Media, and more.
As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients.
This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.
/ppbr/ppbRequirements: /b /pulli2+years in L2 technical support role /liliCommercial experience in supporting ERP / CRM or CRM systems (Either ERP/CRM – Depending on area of Support) /liliHas a good command of Incident Management /liliProven experience in troubleshooting and problem resolution.
Ability to analyze complex technical issues /liliExperience with support flows and escalation processes /liliExperience with help desk software like Jira, Confluence, Zendesk, or Freshdesk.
/liliAbility to work independently and manage multiple tasks.
/liliGood analytical and problem-solving skills.
/liliGood time management and prioritization skills.
/liliStrong communication and customer service skills.
/liliEagerness to help and provide service to users.
/liliStress-resilient, capable of handling customer queries calmly.
/lilibExcellent communication skills, including fluency in English and French /b /liliAn enthusiastic attitude towards learning new technologies and methodologies /liliAble to adapt to dynamic environments, keep up with the Client's requirements /li /ulpbr/ppbGood to Have: /b /pulliD365 ERP /CRM functional experience (Either ERP/CRM – Depending on area of Support) /liliGood understanding of how ERP/CRM applications support Finance and Operations (ERP) / Customer Relationship Management (CRM) (Either ERP/CRM – Depending on area of Support) /liliGood Understanding of processes supported by ERP solutions: Procure to Pay (P2P), Order to Cash (O2C), Record to Report (R2R), Warehouse and Supply Chain (Applicable to only ERP Support candidates) /liliGood understanding of processes supported by CRM solutions: Sales, Marketing, Field Service, Customer Service (Applicable to only CRM Support candidates) /liliVolunteering or internship experience in IT support or customer service.
/liliCertifications (e.g., CompTIA, Microsoft Certified Professional).
/liliExperience in a specialized area of IT, such as networking or security.
/liliExperience with cloud platforms and services (AWS, Azure, GCP).
/liliUnderstanding of ITIL principles and practices.
/liliExperience with cloud services and migrations.
/liliExperience with automation tools and scripts to streamline support processes.
/liliIn-depth knowledge of specialized IT domains such as cybersecurity, cloud services, or networking.
/li /ulpbr/ppbResponsibilities: /b /pulliRespond to technical support requests and manage the service desk, ensuring timely response and resolution of issues.
/liliHandling agreed communication channels: Phone, E-mail, Service Desk, Chats /liliBasic log analysis and troubleshooting /liliConduct thorough investigations and analysis of recurring technical problems.
/liliSupport D365 ERP/CRM users (Either ERP/CRM – Depending on area of Support) /liliBe involved in Finance and Operations (ERP) / Customer Relationship Management (CRM) of the organization (Either ERP/CRM – Depending on area of Support) /liliOn – demand Configurations management of Microsoft D365 Finance and Operations (ERP) /Customer Relationship Management (CRM) Modules (Either ERP/CRM – Depending on area of Support), involving pre configuration and after configuration testing /liliMonitoring system failures and applying configuration changes /liliRCA management for issues resolved on L2 level /liliClose collaboration with L3 on a day-to-day basis /liliPushing matters through to resolution in a support context /liliSuggest improvements to reduce future support tickets.
/liliCommunicate effectively with users to understand and address their needs.
/liliAnalyze and troubleshoot common customer issues.
/liliEscalate complex problems to higher-level support teams.
/liliSet up and configure new user accounts.
/liliHelp maintain internal documentation, including updating FAQs and knowledge base articles.
/liliEngage in continuous training and development activities.
Participate in internal training sessions to enhance technical knowledge.
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