Technical Support Advisor

Location: Longueuil, QC—Possibility to work from home #LI-Remote

mdf commerce Inc. is an international team of approximately 650 experts who develop a broad set of SaaS solutions to optimize and accelerate commercial interactions of its B2B and B2G customers.

We are currently looking for a Technical Support Advisor to join our IT team.

What will your main responsibilities look like?

In this role, you will be led to:

• Answer support requests from internal users by providing professional and efficient technical assistance.
• Resolve IT incidents and service requests within established deadlines.
• Escalate or redirect incident tickets to level 2 or appropriate teams in a timely manner if the problem requires corrective action or specific expertise.
• Document tickets properly, clearly and in detail.
• Follow up regularly with the caller and keep incident tickets up to date.

What elements of your professional background will be necessary and useful in this role?

• Patience, listening skills, ability to understand a situation and communicate with users with different levels of IT knowledge.
• Ability to manage priorities and handle several requests in succession.
• Excellent English and French language skills, both oral and written, due to frequent interactions with English and French-speaking internal and external colleagues and partners across Canada and the United States.
• Demonstrate rigor, organization and autonomy in his/her work, as well as interpersonal skills, courtesy and politeness in all communications.
• Willingness to learn quickly, embrace change and be able to adapt to a constantly evolving environment.
• Familiarity with IT services center operations and ability to contribute to its improvement.
• Willingness to be part of an expanding company looking to double its size in the next one to two years.

Which qualifications are we looking for?

• Attestations of Collegial Studies (ACS) in computer support or Diploma of Collegial Studies (DEC) in computer science or related certifications/experience.
• Good understanding of Microsoft Office 365 suite, Azure, Win 11 environment.
• Knowledge of TCP/IP would be an asset.
• Good understanding of ITIL would be an asset.
• Experience with Jira would be an asset.

We still have a lot of other things to offer you! : https://www.mdfcommerce.com/web-it-careers-en.jsp 

Thank you for your interest in mdf commerce. However, only selected candidates will be contacted.

mdf commerce subscribes to a program of equity and equality in employment.