Job Description

About Jesta I.S.
Jesta I.S. is a global supplier of integrated software for wholesalers and retailers specializing in apparel, footwear, housewares and electronics. Our end-to-end solutions streamline your day-to-day operations throughout your entire supply chain while always keeping your customers top of mind.
We are continuously enhancing our products to meet the evolving needs of the ever-expanding wholesale and retail industries as well as developing innovative solutions to maximize operational efficiencies and customer satisfaction.
With more than 50 years of combined wholesale and retail experience, we recognize the importance of providing solid software solutions coupled with impeccable client service.
Responsibilities:
The key responsibility of an application support analysts is to troubleshoot software technical issues and respond to technical problems to provide solutions to upkeep business applications running in a courteous and professional manner. Support Responsibilities Include but not limited to:

• Resolve end-to-end solution support tickets and taking ownership of customer issues.
• Lead and participate in discussions regarding hardware, networking and databases performance and problems.
• Participate in testing of software functionalities, providing feedback and performing project related tasks.
• Maintain and upkeep knowledge base records of procedures, processes and known solutions.
• Participate in writing software technical documentation.

• Field incoming tickets from the clients of JestaIS retails application suite.
• Must be familiar with ERP, Merchandising, Warehouse Management, Source and Demand
• Ensure all client related inquiries are to be addressed in a prompt, courteous and professional manner.
• Test fixes to ensure problems have been adequately resolved.
• contribute in the development of knowledge base and frequently asked questions.
• Ability to effectively manage multiple activities of varying complexity levels with conflicting priorities involving cross-functional teams.
• Excellent communication and presentation skills in both written and verbal, including the ability to produce clear and well-organized documents.
• Team player with a desire to continuously improve current business practices/processes.
• Proven analytical and problem-solving skills

• Strong problem-solving skills.
• Excellent English verbal and written communication and functional French verbal communication including the ability to work with technical and non-technical audiences.
• Ability to influence, persuade and negotiate to achieve desired outcomes.
• Effective interpersonal skills and a strong client service focus including demonstrated flexibility and client advocacy.
• Able to adapt quickly to different environments and work independently if necessary
• Ability to multi-task in a fast-paced atmosphere

• 3+ years of proven application support experience.

• 2 + in SQL database (Oracle SQL \xe2\x80\x93 PL/SQL is preferred).
• Proficient in SQL language (Select, insert, update, join statements to name a few)
• Proficient with SQL packages, procedures and functions
• Proficient with .Net Framework, JavaScripts and XML would be a plus
• Experience with retail, wholesale and/or manufacturing industry IT systems experience would be a plus.

• R\xc3\xa9soudre les tickets d\'assistance de bout en bout et s\'approprier les probl\xc3\xa8mes des clients.
• Diriger et participer aux discussions concernant les performances et les probl\xc3\xa8mes li\xc3\xa9s au mat\xc3\xa9riel, au r\xc3\xa9seau et aux bases de donn\xc3\xa9es.
• Participer aux tests des fonctionnalit\xc3\xa9s des logiciels, fournir un retour d\'information et effectuer des t\xc3\xa2ches li\xc3\xa9es aux projets.
• Maintenir et entretenir les enregistrements des proc\xc3\xa9dures, des processus et des solutions connues dans la base de connaissances.
• Participer \xc3\xa0 la r\xc3\xa9daction de la documentation technique des logiciels.

• R\xc3\xa9pondre aux demandes des clients de la suite d\'applications de vente au d\xc3\xa9tail JestaIS.
• Il doit \xc3\xaatre familier avec l\'ERP, le merchandising, la gestion d\'entrep\xc3\xb4t, la source et la demande.
• S\'assurer que toutes les demandes relatives aux clients sont trait\xc3\xa9es de mani\xc3\xa8re rapide, courtoise et professionnelle.
• Tester les correctifs pour s\'assurer que les probl\xc3\xa8mes ont \xc3\xa9t\xc3\xa9 r\xc3\xa9solus de mani\xc3\xa8re ad\xc3\xa9quate.
• Contribuer \xc3\xa0 l\'\xc3\xa9laboration d\'une base de connaissances et d\'une foire aux questions.
• Capacit\xc3\xa9 \xc3\xa0 g\xc3\xa9rer efficacement des activit\xc3\xa9s multiples de niveaux de complexit\xc3\xa9 vari\xc3\xa9s avec des priorit\xc3\xa9s conflictuelles impliquant des \xc3\xa9quipes interfonctionnelles.
• Excellentes comp\xc3\xa9tences en mati\xc3\xa8re de communication et de pr\xc3\xa9sentation, tant \xc3\xa0 l\'\xc3\xa9crit qu\'\xc3\xa0 l\'oral, y compris la capacit\xc3\xa9 \xc3\xa0 produire des documents clairs et bien organis\xc3\xa9s.
• Esprit d\'\xc3\xa9quipe et volont\xc3\xa9 d\'am\xc3\xa9liorer en permanence les pratiques/processus op\xc3\xa9rationnels actuels.
• Comp\xc3\xa9tences av\xc3\xa9r\xc3\xa9es en mati\xc3\xa8re d\'analyse et de r\xc3\xa9solution de probl\xc3\xa8mes.

• Solides comp\xc3\xa9tences en mati\xc3\xa8re de r\xc3\xa9solution de probl\xc3\xa8mes.
• Excellente communication orale et \xc3\xa9crite en anglais et communication orale fonctionnelle en fran\xc3\xa7ais, y compris la capacit\xc3\xa9 de travailler avec des publics techniques et non techniques.
• Capacit\xc3\xa9 \xc3\xa0 influencer, persuader et n\xc3\xa9gocier pour obtenir les r\xc3\xa9sultats souhait\xc3\xa9s.
• Comp\xc3\xa9tences interpersonnelles efficaces et forte orientation vers le service \xc3\xa0 la client\xc3\xa8le, y compris une flexibilit\xc3\xa9 d\xc3\xa9montr\xc3\xa9e et la d\xc3\xa9fense des int\xc3\xa9r\xc3\xaats des clients.
• Capacit\xc3\xa9 \xc3\xa0 s\'adapter rapidement \xc3\xa0 diff\xc3\xa9rents environnements et \xc3\xa0 travailler de mani\xc3\xa8re ind\xc3\xa9pendante si n\xc3\xa9cessaire.
• Capacit\xc3\xa9 \xc3\xa0 effectuer plusieurs t\xc3\xa2ches \xc3\xa0 la fois dans une atmosph\xc3\xa8re de rythme rapide.

• 3+ ans d\'exp\xc3\xa9rience prouv\xc3\xa9e dans le support d\'applications.
• 2 + en base de donn\xc3\xa9es SQL (Oracle SQL - PL/SQL de pr\xc3\xa9f\xc3\xa9rence).
• Ma\xc3\xaetrise du langage SQL (Select, insert, update, join statements pour n\'en citer que quelques-uns).
• Ma\xc3\xaetrise des packages, proc\xc3\xa9dures et fonctions SQL
• La ma\xc3\xaetrise de .Net Framework, JavaScripts et XML serait un plus.
• Une exp\xc3\xa9rience des syst\xc3\xa8mes informatiques dans les secteurs de la vente au d\xc3\xa9tail, de la vente en gros et/ou de l\'industrie manufacturi\xc3\xa8re serait un plus.

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