Product Support Specialist

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

📋 Description

• Deliver exceptional client service throughout the support process

• Identify, investigate, and resolve incoming inquiries to provide suitable solutions and alternatives

• Record support incidents and escalate them as required

• Manage and update the help desk ticketing system with support incidents, conversations, and client communications

• Handle multiple support channels, including phone and email

• Assist in the rollout of new product releases to current clients

• Create documents, videos, and how-to guides for Client Portal content

• Contribute to the ongoing improvement of support processes and team initiatives

• Embody Multiview’s core values and bolster the reputation of the company and its clients

• Collaborate with the Manager and Senior Manager of Client Support, the Client Support Team, clients, and other departments

⛳️ Requirements

• A degree, diploma, certification, or equivalent relevant experience in business, accounting, or a related field

• 1–2 years of experience in customer support or an accounting role

• Proven skills in client escalation, conflict resolution, and negotiation

• Excellent presentation skills for executive-level audiences, both written and verbal

• Outstanding client service, interpersonal, and relationship-building abilities

• Strong multitasking, organizational, time management, and problem-solving skills

• Capability to work effectively within a team environment

• Self-sufficient, resourceful, and able to operate with minimal supervision

• High level of professionalism

• Innovative thinker with a growth-oriented mindset

• Intermediate or Advanced proficiency in Microsoft Office

• Openness to coaching and mentorship

• Experience exemplifying Multiview’s core values

• Willingness to travel minimally within Canada and the US

• Prior experience with ERP or Multiview Financial Software is preferred

• Familiarity with accounting and financial management practices is preferred

• Previous experience in the SaaS/software industry is preferred

🏝️ Benefits

• 4 weeks of vacation to start

• Additional paid time off to enhance work-life balance

• Wellness and mental health days

• Company-sponsored competitive benefits including Extended Health, Dental, Vision, and more

• Ongoing growth opportunities

• Leadership development programs

• Competitive compensation