ERP Support Specialist – Tier I at Emco Corporation: Plumbing, Hvac, Waterworks, Industrial, Irrigation, Fire Protection in London, Ontario, Canada | CAD50,000-55,000 | Kablio
Emco Corporation: Plumbing, Hvac, Waterworks, Industrial, Irrigation, Fire Protection
Distributes plumbing, HVAC, industrial, fire protection, and irrigation products across Canada.
Provide ERP platform support to internal users, handling tickets and ensuring service levels.
6 days ago ago
C$50,000 - C$55,000
Intermediate (4-7 years), Junior (1-3 years)
Full Time
London, Ontario, Canada
Office Full-Time
Company Size
2,200 Employees
Service Specialisms
Plumbing
HVAC
Waterworks
Industrial
Irrigation
Fire Protection
Construction services
Project Management
Sector Specialisms
Plumbing
HVAC
Waterworks
Industrial
Irrigation
Fire Protection
Oil & Gas
Pulp & Paper
Role
Description
erp support
incident tracking
ticket communication
issue resolution
sme collaboration
incident management
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Day to day monitoring, tracking and coordination of service desk incidents
Communicate with ticket submitters to ensure issues are understood
Prioritization and resolution of support inquiries per the established support service levels
Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
Providing ongoing ERP platform functional and technical support for teammates
Supporting established incident management procedures through the incident lifecycle
Building and maintaining positive relationships
Continually develop ERP platform functional and technical support skills
Proactively looking for improvements and efficiencies with a focus on end user experience
Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
Requirements
infor m3
itsm
ms office
erp
it diploma
customer service
Ability to absorb and retain information quickly
Good listening skills
Working in a power user or application support role for an ERP or CRM system an asset
Previous customer service desk experience an asset
Experience working in a team-oriented, collaborative environment
Experience and comfort working with business software systems an asset
Experience working within and managing issues and incidents within an ITSM platform
Attain deep knowledge in functionality of ERP platform modules and integrated applications
Experience with the Infor M3 ERP platform an asset
High degree of accuracy and attention to detail
Highly self-motivated, self-directed and keen attention to detail
Proficiency with MS Office based software
Organized with the ability prioritize and multitask
Proven analytical, troubleshooting, and problem-solving abilities
Sound verbal and written communication skills
Previous ERP experience is an asset
Exceptional customer service orientation
Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
Diploma or degree in an Information Technology, Systems or Business, related discipline