Support Officer

Position Overview: 

The Support Officer will play a crucial role in providing first-level interventions and support to end users of a software solutions. This role requires strong problem-solving skills, analytical thinking, and effective communication abilities in both English and French. The Support Officer will collaborate closely with team members to ensure timely resolution of issues and optimal customer satisfaction.

Key Responsibilities:

• Provide technical support to end users, including creating procedural documentation and generating relevant reports.
• Respond promptly to user inquiries and technical issues, evaluating the best approach to resolve them within agreed time limits.
• Perform client setup and configurations according to established procedures.
• Utilize problem-solving and analytical skills to troubleshoot software issues independently, identifying and addressing root causes or escalating to appropriate resources.
• Collaborate effectively with team members to enhance overall support capabilities.
• Maintain strong communication channels to deliver exceptional customer service.

Required Qualifications & Competencies:

• Fluency in both English and French is essential.
• Previous experience in a technical support or similar role is preferred.
• Strong analytical mindset with excellent problem-solving abilities.
• Ability to adapt quickly to various technologies, including legacy and new versions.
• Minimum of 2 years of experience in a related field.
• Experience with ViperTex Time & Attendance Software is advantageous.
• Diploma or Degree in Computer Science, Software Engineering, or a related IT field is beneficial.