Technical Support Agent and Customer Support - Level 1


Company : mdf commerce


Job Location : Laval, Québec, CA


Posted on : 2021-01-14


Job Description :

mdf commerce inc. is a global leader in the development of a broad set of software-as-a-service (SaaS) solutions that optimize and accelerate commercial interactions between buyers and sellers. Our platforms and services empower businesses around the world, allowing then to generate billions of dollars in transactions on an annual basis.

Our Supply Chain team is looking for a Technical Support Agent. Under the supervision of the Technical Support Manager, the candidate will participate in the integration, configuration and troubleshooting a variety of issues on our platform in accordance with customer expectations and SLA intervention time limits and procedures.

Main responsibilities:

  • Filter Customer Help Desk calls and provides basic support and troubleshooting;
  • 1st level monitoring support;
  • Resolve level 1 production and testing issues;
  • Responsible to deliver results on timely manner; 
  • Responsible to add and update configurations of customer and partner profiles;
  • Maintaining and updating support cases, clients records in Service Desk tool (Microsoft Dynamics) and on our platforms;
  • Add or adjust internal documentation;
  • Maintain KPI dept dashboards and statistics;
  • Participate in Customer and internal projects; 
  • Major incidents customer communications;
  • Other related first level technical support duties and front-end application support;
  • On Call on a rotation (24/7 – 365days);
  • Available to work between 8:30am and 8pm Monday to Friday and all holidays.
  • Desired profile:

  • Minimum 1 year of experience as a computer or technical support technician and/or customer service; 
  • The ability to work in a fast pace environment; 
  • Excellent understanding of English and French, spoken and written;
  • Excellent organizational skills.
  • Familiar with Open Source technology;
  • You are probably the person we are looking if you like new challenges;
  • You have acquired skills in problem solving, are creative, curious and are directed towards compliance with delivery dates;
  • You also have an excellent organizational skills, good adaptability and the ability to work independently and in teams.
  • Qualifications:

  • DEC in computer science;
  • Excellent communication skills in both French and English;
  • Knowledge of EDI, CRM Dynamics, Excel, Linux, Unix (Asset).
  • Our offer:

    - A flexible work schedule (37,5 hours/week) in a friendly and dynamic environment.

    - Competitive salaries, a comprehensive group insurance plan as of day 1 and access to an employer-sponsored share purchase plan after three (3) months.

    - In addition to your vacation weeks, we offer you two (2) personal days, five (5) sick days and you get to enjoy a well-deserved paid break during the holiday season!

    mdf commerce : who are we?

    A well-established Quebec company since 1996, we are experts in the development and operation of electronic business networks. 

    With 600+ employees in Canada, the United States, Europe and China, mdf commerce strives to provide a work environment that focuses creativity, flexibility and collaboration.

    How do we do it?

    We hire motivated, passionate team players who aren’t afraid to roll up their sleeves and who take pride in contributing to a common goal.

    The position to be filled is within the Supply Chain team and more specifically on the following product: 

    InterTrade Technologies Inc., a mdf commerce product, is a provider of supply chain support solutions through a managed EDI network and product data synchronization services. InterTrade serves thousands of customers in North America and abroad. 

    Only selected candidates will be contacted, but we thank you for your interest in the company. 

    mdf commerce adheres to an equity and equality in employment program.


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