The Division :
MAJIQ is the proven market leader for sales order processing and manufacturing execution systems software dedicated to the Pulp and Paper industry.
We take pride in the well-built and robust technological solutions we bring to our customers, and we excel in providing software R&D, services and support beyond our competitors.
MAJIQ provides support for our customers on a 24 hours a day, 7 days week basis. We have become trusted enterprise partners with our customers by delivering quality products and services that help their business become more profitable.
We hire and retain great employees.
MAJIQ is part of over 100 companies within the Constellation Software Inc. family. We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a 2000 employee organization.
Constellation Software is an international provider of market leading software and services to a number of industries across both the public and private sectors.
Constellation acquires, manages and builds vertical market software businesses that provide mission-critical software solutions to address the specific needs of its customers in those industries.
The Position :
The Customer Support Specialist supports MAJIQ's pulp and paper customers using MAJIQ's proprietary software application named Elixir.
This position is responsible for ensuring MAJIQ's company goal : 100% Customer Satisfaction.
The Support Specialist works with MAJIQ Elixir Account Managers to assist with addressing customer Tickets and to provide on-going customer service in areas such as software and hardware support, training, and system and process development.
This position also works closely with various other teams within MAJIQ to provide the high level of customer satisfaction.
Essential Duties and Responsibilities
Assist Account Managers address the customer service ticket backlog to ensure Elixir issues are addressed according to priority, working with the associated Account Manager or via direct communication with the customer
Continue learning about the Elixir application and the Pulp and Paper Industry to strengthen your expertise as a Support Specialist and your ability to support MAJIQ'
s customer service effort
Follow company procedures as developed for both internal and external work processes
Always keep timecard up to date
Required Skills & Experience
Focus on customer satisfaction
Excellent interpersonal and communications skills
Fluent in English
Ability to work well individually as well as part of a collaborative team
Analytical approach to requirements gathering and problem solving
Ability to learn software and hardware technology quickly
Proficient in business software applications, including Microsoft® Word and Excel®
Desired Skills & Experience
Experience in the pulp and paper manufacturing process
Experience in a customer support role, preferably associated with mission-critical business computer systems
Experience maintaining system used in a 24x7 manufacturing environment
An AA or BA / BS degree in IT or Business Administration or have held a similar position with like experience
IT support experience
Working knowledge of software development life cycles
Ability to grasp complicated business processes
Comfortable with Microsoft Outlook®, Teams®, and Powerpoint®
Nice to Have
Fluent in one or more of the following : French, Polish, Portuguese, and / or Russian
Ability to learn quickly, be self-driven and to work well across teams, disciplines and cultures
Willingness to learn MAJIQ software applications and about the pulp and paper industry
Ability to succeed in a dynamic environment, and to manage work assignments and schedule, multi-task, and re-prioritize assignments as priorities shift
Passionate about work and learning new things
Willingness to work outside of normal work schedule to assist with Elixir related emergencies
Shift Timings : Monday to Friday 06 : 00 a.m. PDT to 03 : 00 p.m. PDT (06 : 00 p.m. to 03 : 00 a.m. Pakistan Standard Time)
Exciting Benefits we Offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment