Position: Software Support Specialist
Company: IGM Technology
Category: Support
Experience required: no_exp
English level: upper

THE COMPANY
IGM Technology is a Canadian company which provides a SaaS solution designed to solve challenges that ERP systems do not address and automate Financial Disclosure Management, Lease Accounting, Account Reconciliations, Tax Provision and Internal Controls.

Support specialist role is to ensure customers receive outstanding support and all their needs are met.  This involves support policies and procedures for staff to adhere and training or assisting customers.
Support specialist will provide support to clients for district standard application software, as well establishes relationship with other internal departments to ensure goals are met.  Provide advanced troubleshooting skills to resolve technical problems.  Additionally, software support specialist participates and develop training and variety of software documentation, reports and correctly any quality assurance issue.
Duties and Responsibilities.
1.	Ensure customer requirements are met with consistently high quality of service
2.	Identify the need for new enhancements to existing software
3.	Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
4.	Ensure that each support issue and resolution is adequately documented
5.	Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
6.	Assist in the QA process of new iterations of the software
7.	Determine which issues require software support and redirect those that do not to the appropriate resolution team
8.	Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
9.	Maximizes customer operational performance by providing help desk resources and technical advice.
10.	Enforces company policies and procedures.
Software Support Specialist Qualification.
A bachelor’s degree in business administration, finance, accounting, or computer science is required. Must have 5 or more years of experience as a service desk/help desk specialist or installation/integration services specialist or equivalent work experience within the (type of) industry.
Need experience with and a strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills. Require project management experience; candidates with PMP are preferred.
Must have demonstrated the ability to provide consistent, high quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients (in-house users) via telephone, email, and in person. Presentation skills are necessary.