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Client Application Support Rep

About Cortex:

Headquartered in Calgary, AB, Canada Cortex Business Solutions Inc. trades in the TSX Venture Exchange (TSX.V) under the ticker symbol (CBX).

Cortex’s strategy is to revolutionize B2B document exchange by replacing traditional paper-based manual systems with automated e-invoicing. This positions companies with the scalability and flexibility needed to meet the demands of today’s business. Cortex offers a B2B network that enables electronic invoicing for buying and supplying organizations using flexible connection methods to leverage existing customer technologies and processes. Access to the Cortex Network enhances the exchange of documents allowing companies to connect and interact with each other to grow their businesses.

Cortex is currently delivering e-invoicing services to over 10,000 Trading Partners in Oil & Gas, Mining, and Sports & Entertainment industries, with a focused expansion into additional verticals.

Position Description:

The Client Application Support Rep will be responsible for providing courteous and precise support to all Cortex Customers. The Client Application Support Rep will also be responsible for monitoring application performance, and identifying and reconciling documents that failed to process through the application. They will have access to the production database to view details about customers and documents as needed. Within this role the successful candidate will utilize their existing organizational skills to verify and input information into various databases within Cortex. This position requires attention to detail, and the ability to manipulate data accurately through multiple systems. The successful candidate will be required to effectively communicate and collaborate with all levels within Cortex and our clients.

Responsibilities:

    • Answering Customer requests submitted via Phone, Email and Live Chat – providing excellent customer service
    • Recording and fully documenting all client contact, including troubleshooting, issue isolations and resolution in the incident tracking system
    • Appropriate routing of all issues not resolvable at first contact
    • Application installation and configuration assistance
    • Customer support using remote connectivity tools
    • On call monitoring of system alerts
    • Document reconciliation (ensuring all documents received by Cortex have been successfully processed) and ensuring the various Cortex Systems are accurately reflecting the data in our CRM as well as the integrity of our data entry
    • Day to day maintenance of Cortex’s Vendor Master data
    • Accountable for analysis, manipulation and presentation of data
    • Managing change requests through the Client Enablement Salesforce queue and dedicated email
    • Collaborating with Cortex teammates and counterparts to ensure customer information is correct
    • Responsible for adding, removing, and manipulating data for suppliers and buyers on the Cortex network
    • Maintaining Cortex’s Network data
    • Processing data and creating reports for various projects
    • Other duties as assigned

Qualifications:

    • An experienced, organized, and detail oriented individual who thrives working in a fast paced, ever evolving environment
    • Fluent in written and spoken English
    • Fluency in French is an asset
    • Superior communication, analytical, evaluative, and problem-solving abilities
    • Must have hands on experience managing a Customer Relationship Management tool, preferably Salesforce
    • Familiarity with web based applications
    • Proven ability and experience to effectively communicate and interact well with multiple cross-functional teams both within the company and our clients.
    • Exceptionally self-motivated, directed, and detail-oriented
    • Intermediate knowledge of Microsoft Office, especially Excel
    • Able to respond and adapt quickly to changing requirements and competing demands
    • Knowledge of Linux, SQL and ability to execute SQL queries. (Ability to write SQL queries is an asset)

Education & Experience:

    • 1 – 3 years’ administrative/data entry experience
    • Related training and 2 years related work experience in a technical support environment
    • 1 – 3 years’ experience with relational databases would be an asset

 

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Please apply for this position using the form below, or

email resume to careers@cortex.net

Thank you for your application and interest in joining our team. Please note that only selected candidates will be contacted.