Support Analyst (ERP)

TL;DR

Support Analyst (ERP): Managing and resolving support tickets for Human Resource Management and Payroll modules with an accent on application functionality and system troubleshooting. Focus on identifying root causes, collaborating with R&D teams, and ensuring high customer satisfaction for utility clients.

Location: Remote (must be based in Canada or the US)

Salary: $60,000 – $75,000

Company

hirify.global is a leading provider of mission-critical software to the public sector in North America, specializing in utility, local government, and healthcare software.

What you will do

• Resolve customer issues related to HR and Payroll ERP modules to ensure high satisfaction.
• Troubleshoot application, data, architecture, and interface-related problems.
• Collaborate with Environment Specialists and R&D teams to escalate and resolve complex issues.
• Proactively communicate updates to customers and manage expectations throughout the resolution process.
• Identify root causes of system issues and provide recommendations to prevent recurrence.
• Contribute ideas for product and process improvements based on support trends.

Requirements

• Experience supporting or working with ERP systems, particularly in Human Resources and Payroll.
• Strong technical aptitude with proven troubleshooting and problem-solving skills.
• Must be based in Canada or the United States.
• Excellent communication skills and ability to explain technical concepts clearly.
• Ability to manage multiple priorities and tickets simultaneously in a fast-paced environment.

Nice to have

• Software experience in SQL, PL/SQL, Uniface, or Acucobol.
• Experience troubleshooting APIs and web services.
• Knowledge of Apache Tomcat configuration and troubleshooting.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision benefits starting from the first day.
• 3 weeks of vacation and 5 personal days.
• Employee stock ownership and RRSP/401k matching programs.
• Remote work flexibility and lifestyle rewards.