Technical Support Analyst

This is a full-time and permanent position. To apply, please submit your resume to [email protected]

Opportunity Overview

A force for change and a leader. You know that companies need help to achieve the business outcomes they seek, and you have the skills and leadership to deliver it. You love delivering fresh solutions to customers and are passionate about setting a strong example to your team. You also enjoy mentoring and building out technical and professional skills within your team.

You’ve got the skills, tools and know-how to help companies make the moves to be more nimble, more capable, more productive and more data driven. You also know that customers need a strong software partner to help them drive key business value and decisions using our suite of software. Do you want to be part of a strong team that delivers Enterprise SaaS solution for the world’s leading fresh food retailers? If so, then Invafresh is the perfect place to for you to apply your skills to help our customers drive business value from our fresh food retail operations solutions.

Who we are

Based in Mississauga, Canada, and deployed globally, Invafresh is a leading technology company specializing in FreshologyTM software solutions for supermarket & boutique fresh food grocers around the world. In business since 1988, Invafresh continues to invest in its people and technology. Today, Invafresh is an organization of experienced and retail-savvy Freshologists TM equipped with industry specific solutions that supermarket chains can leverage to succeed in the field of fresh operations.

Our fresh food retail operations solutions are deployed collectively in over 25,000 grocery stores worldwide, actively supporting the in-store execution of fresh operations. We enable our customers to achieve and maintain a leadership position in their fresh food offering by providing data integrity and decision support tools needed to enhance sales, reduce shrink and inventories, and improve overall margins while positively impacting the planet by reducing food waste throughout the supply chain of fresh food retail. We help our customers achieve success in the highly competitive grocery market.

Our mission is clear. Build long lasting partnerships with grocery retailers and enable them to achieve Operational Excellence in Fresh. To us, this represents putting all our energy into helping our customers maximize financial performance so they can achieve top quartile operating metrics. The ultimate goal is to deliver a fresh offering that exceeds the expectations of the consumer.

The Role

This is a permanent, full time position reporting directly into our VP, Customer Support. In the Technical Support Analyst position at Invafresh, the successful candidate will be responsible for level II support of Invafresh’s entire suite of software applications, which may also include activities such as software installation and upgrades, application configuration and user training.

Invafresh’s suite of applications have traditionally been deployed on-premise in our customer’s data centers, but we are transitioning towards a cloud-based SaaS model, so you will be supporting a mix of cloud and on-premise deployments for a period of time. This is an exciting time to join our tight-knit support team as we transition our business model towards the cloud.

What You Will Do

  • Ensure the timely resolution of technical issues.
  • Understand our customers’ business processes to deliver effective support and answer questions from customers.
  • Create and update documentation as required to provide a better support experience for our customers and expand Invafresh’s internal knowledge management system.
  • Share customer insights with our product team for inclusion in our product roadmap.
  • Expand your skills and experience, both technical and interpersonal, to accelerate your career progression.
  • Continuously contributing to the improvement of our overall service delivery model

About You

  • You have excellent communications and listening skills.
  • You have excellent organizational, troubleshooting, problem determination & resolution, and analytical skills.
  • You have excellent oral and written presentation skills.
  • You are a strong team player and individual contributor with the ability to build relationships across the organization.
  • You are process oriented in change and problem management disciplines.
  • You are Customer, Service and Results oriented.
  • Hint: Conversational in French, Spanish or another second language would be an asset

Experience & Qualifications

  • Bachelor degree or diploma in Computer Science, Engineering or equivalent
  • Technical experience and proficiency in deploying and supporting enterprise software solutions.
  • Customer service experience.
  • Experience with SaaS, and in particular, experience with and/or knowledge of Microsoft Azurе
  • Working knowledge of SQL queries/commands, basic UNIX commands and batch scripting
  • Experience with Microsoft Operating Systems and major databases (SQL Server, Oracle)
  • Exposure working within the retail grocery industry and/or large enterprises would be an asset.

Travel Requirements

Candidate may be required to be on-site at any of Invafresh’s international clients in the event of complex implementation or issue resolution activities. However, all travel has currently been suspended due to COVID 19.

Why Invafresh?

  • Competitive compensation, flex hours and a comprehensive benefits package.
  • We take great pride in our first-class team and culture. Open-door approach at all levels.
  • Entrepreneurial and rapid growth company with essentially zero employee turnover.
  • The premium and most progressive product on the market. Focus on continuous innovation.
  • Work hard/Play hard mentality; we thrive on change and continuously strive for excellence
  • Real-time coaching and feedback, growth opportunities, and a supportive and collaborative team.

If you prefer to apply to an opening through LinkedIn, please submit here.

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