Job Description

Quad Infotech Inc is a Canadian high tech company and the leading provider of cutting edge, world-class, integrated software solutions for steel industry. We are the No. 1 provider of MES systems in the North American steel industry and our flagship product, QMOS, is the new standard of MES in the North American long steel manufacturing industry. We have openings in our Customer Care Operations for an Application Support Engineer, providing enterprise-level support for customers. Your main responsibilities will be providing software application support for Quad Infotech\'s flagship products. If you are service-oriented, thrive by assisting people with technical issues and are able to explain technical details simply, we\xe2\x80\x99d like to meet you. Ultimately, you will be a person our clients\xe2\x80\x99 trust. They will rely on you to provide timely and accurate solutions to their technical problems. Responsibilities:

• Performing analyses on software application functionality and suggesting improvements.
• Ensuring effective front-end and back-end functionality of our applications
• Establishing root cause of application errors and escalating appropriately to the development teams
• Providing front-end support to clients and analyzing, investigating, resolving client issues
• Managing major incidents
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Update and document solutions
• Documenting processes and monitoring application performance metrics.
• Maintaining a positive, empathetic, and professional attitude at all times.
• Developing extensive product knowledge in support of our clients
• Ensure customer satisfaction and provide professional customer support.

Qualifications

• Bachelor\'s degree in Engineering, Software Development or appropriate technology field.
• 2+ years in a customer facing role
• 2+ years in Customer Support or an IT Service Desk role
• 2+ years ITIL and ITSM concepts
• 1 \xe2\x80\x93 2 years of experience with relational databases and SQL
• 1 \xe2\x80\x93 2 years of demonstrable experience as an application support engineer in a related field.
• Working knowledge of productivity tools such as the Microsoft suite
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to work independently and display creativity, exercise sound judgement, demonstrate initiative, and possess excellent written and oral communication skills.
• Ability to learn and master employer-specific software

Job Types: Full-time, Regular / Permanent, Contractual / Temporary Benefits:

• Flexible schedule
• Paid sick time
• Paid time off

Day range:

• Weekend availability

Shift:

• Day shift
• Evening shift
• Night shift
• Rotational shift

Application Question(s):

• What is your required notice period?
• Do you have experience working with MES systems in the Steel industry?
• This is a contract full time permanent position. Are you ok with this?

Education:

• Bachelor\'s (Required)

Experience:

• Customer or Technical Support: 2 years (Required)
• SQL or Oracle: 1 year (Required)
• Steel MES: 1 year (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: Remote