Customer Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address issues faced by customers who are implementing and utilizing Binary Stream products.

• Gather and document all necessary information to replicate challenges encountered by customers in their operational settings.

• Utilize trace analysis, debugging skills, source code, and diagnostic tools to conduct initial investigations of issues.

• Leverage profiling tools to assess software performance problems prior to engaging more experienced support personnel or the development team.

• Keep track of the status of open tickets, ensuring effective communication with impacted customers.

• Supervise the portal access support queue and address customer inquiries as required.

• Offer pre-sales trial assistance for strategic or traction opportunities as needed, including support with implementation if it falls within the trial parameters.

• Assist the Professional Services team with product installations and help replicate or report issues as necessary.

• Generate a support ticket for every newly reported customer issue and ensure the ticket's content and status remain up-to-date.

• Escalate complicated issues to senior support personnel or the development team when initial analysis indicates it is warranted.

• Engage the relevant Development team member in resolving customer-reported issues associated with software defects.

• Contribute to the ongoing enhancement of the Customer Support function by utilizing retrospective feedback to improve best practices and proactively sharing knowledge with colleagues.

• Draft internal and external knowledge base articles to share insights and best practices with team members and customers.

• Provide mentorship, coaching, and assistance to other staff involved in Customer Support activities.

• Complete administrative tasks to ensure timely completion of all reporting, contract management, and other functions.

• Contribute to technical analysis and recommendations in response to customer escalations directed to Binary Stream management.

• Be willing to work beyond regular office hours when required.

⛳️ Requirements

• Proficient understanding of the Software Development Life Cycle (SDLC).

• Practical database querying and reporting skills using SQL.

• Familiarity with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedures, and SQL Server reporting services.

• Experience in programming and debugging within a programming language.

• Over 3 years of experience providing customer software support, preferably in the financial ERP sector.

• Bachelor's degree in computer science or a finance-related field.

• Bonus Points If You Have

• Experience with Microsoft Dynamics GP, D365 Business Central, or D365 Finance & Operations.

• Background in accounting.

• Experience in software development.

🏝️ Benefits

• 3 weeks of paid vacation.

• Comprehensive health and dental benefits.

• Health and personal spending accounts.

• Professional development funds.

• RRSP program and stock options.

• Annual performance bonus.