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GMC Software Technology
30 Leek Crescent, Suite 202
Richmond Hill, Ontario
L4B 4N4
Phone: 905-764-1360
Fax: 905-764-9132
www.gmc.net
Looking for a highly organized, motivated and enthusiastic individual who has a College or
University Degree, preferably in Computer science, Information Technology or related discipline.
GMC Software Technology is currently looking for a customer oriented Application/Software Support
Analyst to join our North American (NA) Customer Care team located in our Canadian (Richmond Hill,
Ontario) Office. GMC is offering a challenging technical position, that will allow you to further develop your
skills and grow professionally, while working in a fun, stimulating and supportive environment. The
candidate must be open - minded, flexible and solution orientated.
GMC Software Technology delivers the best-of-breed solution with unrivalled experience in the field of
Customer Communications Management (CMMI). Our solution inspires businesses and enterprises to take
customer communications to a whole new level and benefit from every conversation.
GMC is a global company, headquartered in Switzerland, with offices throughout Europe, America, Asia
and Australia. In 2012 GMC was acquired by Neopost but continuous to run business independently. We
serve thousands of users worldwide in a wide range of industries including financial services, banking,
insurance, telecommunications, utilities and health care.
We differ from our competition by providing exceptionally reliable technologies and products with worldwide
ISO 9001:2008 and multiple ISO27001:2005 certifications, CMMI methodology for development and
services, open standards and best in class professional services and support.
The successful candidate in this role will report directly to the Director of Support and will be responsible for
providing front line troubleshooting to our offsite clients. Candidates should be graduates of a computer
science or computer technology discipline ideally with some previous experience providing tier I level
support.
This is a full time opportunity, as a result candidates must be able to work standard business hours. The
successful candidate will be offered a competitive salary package, with additional benefits if hired.
RESPONSIBILITIES:
Ø Perform general software supporting duties such as but not limited to:
§ First line of support for problem/incident determination
§ Adhering to Problem/Incident management procedures
§ Develop customer relationships by ensuring expectations are met, issues are resolved and
satisfaction is guaranteed
§ Maintain thorough understanding of company products, services and features in
§ Respond professionally and communicate effectively at all times to customers providing exceptional
friendly service
§ Collect information to analyze and evaluate problem/incident tickets, performing setups and
duplication of customer reported issues
§ Monitor, progress, and resolve incidents whilst ensuring customer satisfaction by proactive updates,
frequent contact and escalation where necessary
§ Keeping up to date with the current standard procedures
§ Act as a role model for technical competence, helpfulness and facilitation of learning
§ Perform scheduled tasks as required
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KEY QUALIFICATIONS:
§ Post-secondary degree in computer science, information technology or related discipline
§ 1 to 3 year(s) experience in help desk/customer support
§ Recent knowledge and experience with C++ and/or
§ Extended experience with any or all of the following:
- Networking
- Scripting
- Knowledge of HTML, SQL, Oracle database, java, .net
§ Highly motivated, enthusiastic and willing to take on new challenges
§ Fluent English in speech and writing
§ Very strong written and verbal communication skills
§ Ability to work in a team environment
§ Highly organized and proven ability to complete projects or assignments on time
§ A sharp eye for detail and a logical and analytical mind
§ Problem solving techniques
§ Strong interpersonal and communication abilities
§ Previous customer service/customer care experience is preferred
§ Excellent written/verbal communication skills
§ Strong time management and organizational skills and an ability to work independently with little
supervision
§ Ability to work well under pressure while maintaining a professional, friendly and positive attitude
§ Self-starter and team player with strong interpersonal skills and customer service orientation
§ Ability to multi-task, adapt to changing priorities, and deliver on time-sensitive deadlines
§ Knowledge of personalized printing applications, layout and printing is an asset
§ Bilingual English/Spanish is an asset
§ Bilingual English/Portuguese is an asset
Growth. Reward. Recognition.
*Please note that all interested applicants must be authorized to work in Canada and only
candidates selected for an interview will be contacted.*
No inquiries or agencies please.
GMC Software Technology is an equal opportunity employer.
The smartest way to engage customers