• Support and maintenance of Exante products (front-end and back-end parts of trading software and services). • Providing basic technical troubleshooting for external and internal user requests. • Keep track of escalated tickets and follow up on their progress. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. • Follow the SLA for issues with respect to the severity. • Build relevant internal documentation. • Schedule: 5 days a week - Monday to Friday, Switching between morning and evening shifts.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves responding to customers' requests for IT technical services within a call center environment. - Screen and handle calls as appropriate. - Type and enter information into a database while a customer is speaking. - Recognize, research, isolate, and resolve information system problems. - Recognize customer problems that should be escalated to the next level for resolution following established protocols. - Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. - Maintain appropriate records and prepare reports as required. - Perform other duties and tasks as assigned by the Team Lead. Qualifications - Proficient in French - High School Diploma or the equivalent. - Experience working in technical support and/or education in IT. - Experience using and supporting: iOS, Android, Microsoft Windows 7, Windows 10, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN, and antivirus. - Experience troubleshooting wireless connections. - Advanced knowledge of Networking. - Ability to utilize various databases consecutively with good typing skills. - A+, Net+ or Help Desk Tech Certification is a plus but not required. - Call center experience is a plus.

• Conducts feasibility studies and assists in determining best possible technical solutions. • Identify business process/situations that could be improved with ERP or peripheral solutions. • Troubleshoot, analyse and fix performance related issues, also further develop overall Performance Benchmarking tools and tuning. • Design and develop high-class automated health-monitoring and alerting tools, for the full end-to-end stack of applications. • Ensure compliance with Failover and Disaster Recovery. • Technical Implementation, Administration & Support of various Infor Peripheral systems such as Infor OS, LN UI, ION, Infor Warehouse Mobility (IWM), XM, EAM and PLM; as well as various integrated non-Infor systems and interfaces. • SLA compliance Operations experience, process and procedure driven.

• Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale. • Design and build a 24/7 technical support operation. • Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication. • Own hiring, onboarding, performance management, and career development for team members in multiple regions. • Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy. • Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior. • Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions. • Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews. • Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained. • Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed. • Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams. • Define and improve global support workflows, escalation paths, and coverage models. • Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence. • Use data and trend analysis to identify systemic issues and prioritize operational improvements.