Application Support Analyst

Next Generation Manufacturing Canada (“NGen”) is a not-for-profit organization that matches manufacturing companies with new technologies to drive advanced manufacturing in Canada. We are the engine of the Canadian government’s ambitious investment in the Advanced Manufacturing Supercluster, matching federal funds and private investments to industry-led projects.

We promote technology adoption, skills improvements and greater collaboration between technology and manufacturing to help Canadian companies of all sizes navigate the global shift to advanced manufacturing. We use data to link companies, researchers, and investors so they can work together to invent new products or processes.

• Respond to inbound customer requests through e-mails, on-line ticketing and calls to identify, investigate, and resolve issues in a prompt and courteous manner.
• Take ownership of customer issues and manage problems through to resolution.
• Provide support to third-party application development activities
• Provide access and deployment assistance for new applications and upgrades.
• Consult with customers as needed for migration activities to new systems.
• A proactive approach to analyzing and recommending improvements to the process and recommend changes to facilitate those improvements.
• Ensuring consistent day-to-day maintenance of all application systems
• Ensuring that services are running seamlessly and enabling users to get on with their business
• Assist with onboarding of new users
• Document solutions and update corporate Knowledge Base.
• Present a positive and professional image to customers.
  
  

• 1-3 years of experience in a customer facing software support role
• Bachelor’s degree (or equivalent work experience) in Information Technology preferred
• French and English is preferred
• Excellent communication skills; clear and articulate
• Strong computer and technical skills
• Good understanding of commonly used business software applications, O365 online
• Strong organization, multi-tasking and time management abilities
• Preferred experience with website, membership, or CRM software systems
• Ability to work with cross-functional teams
• Experience in customer service
• General awareness of network and computer systems
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.