Join 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 (FS&I), 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.
Requirements:
2+years in L2 technical support role
Commercial experience in supporting ERP / CRM or CRM systems (Either ERP/CRM – Depending on area of Support)
Has a good command of Incident Management
Proven experience in troubleshooting and problem resolution. Ability to analyze complex technical issues
Experience with support flows and escalation processes
Experience with help desk software like Jira, Confluence, Zendesk, or Freshdesk.
Ability to work independently and manage multiple tasks.
Good analytical and problem-solving skills.
Good time management and prioritization skills.
Strong communication and customer service skills.
Eagerness to help and provide service to users.
Stress-resilient, capable of handling customer queries calmly.
Excellent communication skills, including fluency in English and French
An enthusiastic attitude towards learning new technologies and methodologies
Able to adapt to dynamic environments, keep up with the Client's requirements
Good to Have:
D365 ERP /CRM functional experience (Either ERP/CRM – Depending on area of Support)
Good understanding of how ERP/CRM applications support Finance and Operations (ERP) / Customer Relationship Management (CRM) (Either ERP/CRM – Depending on area of Support)
Good 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)
Good understanding of processes supported by CRM solutions: Sales, Marketing, Field Service, Customer Service (Applicable to only CRM Support candidates)
Volunteering or internship experience in IT support or customer service.
Certifications (e.g., CompTIA, Microsoft Certified Professional).
Experience in a specialized area of IT, such as networking or security.
Experience with cloud platforms and services (AWS, Azure, GCP).
Understanding of ITIL principles and practices.
Experience with cloud services and migrations.
Experience with automation tools and scripts to streamline support processes.
In-depth knowledge of specialized IT domains such as cybersecurity, cloud services, or networking.
Responsibilities:
Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues.
Handling agreed communication channels: Phone, E-mail, Service Desk, Chats
Basic log analysis and troubleshooting
Conduct thorough investigations and analysis of recurring technical problems.
Support D365 ERP/CRM users (Either ERP/CRM – Depending on area of Support)
Be involved in Finance and Operations (ERP) / Customer Relationship Management (CRM) of the organization (Either ERP/CRM – Depending on area of Support)
On – 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
Monitoring system failures and applying configuration changes
RCA management for issues resolved on L2 level
Close collaboration with L3 on a day-to-day basis
Pushing matters through to resolution in a support context
Suggest improvements to reduce future support tickets.
Communicate effectively with users to understand and address their needs.
Analyze and troubleshoot common customer issues.
Escalate complex problems to higher-level support teams.
Set up and configure new user accounts.
Help maintain internal documentation, including updating FAQs and knowledge base articles.
Engage in continuous training and development activities. Participate in internal training sessions to enhance technical knowledge.