Senior Technical Support Specialist

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

📋 Description

• Deliver advanced functional and technical assistance for clients utilizing Versapay's ERP integrations.

• Support various platforms, including NetSuite, Sage Intacct, Microsoft Dynamics Business Central and Finance, as well as other ERP solutions.

• Diagnose intricate integration, payment processing, and accounting-related challenges.

• Collaborate with Product, Engineering, Customer Success, and Implementation teams.

• Provide outstanding customer experiences.

• Take ownership of customer cases, ensuring escalations are managed effectively.

• Achieve success metrics including CSAT, SLA compliance, response times, Time to First Contact, and Time to Resolution.

• Contribute to the development of knowledge base articles and enhance processes.

• Work collaboratively across cross-functional teams.

⛳️ Requirements

• Over 3 years of practical experience with ERP systems in a functional, consulting, implementation, or technical support role.

• Familiarity with one or more ERP platforms such as NetSuite, Sage Intacct, Microsoft Dynamics 365 Business Central, Microsoft Dynamics Finance & Operations, Acumatica, SAP Business One, or other enterprise ERP solutions.

• Bachelor’s degree in Accounting, Finance, Business Administration, Economics, Information Systems, or a related discipline.

• Strong grasp of accounting principles and essential ERP business processes, including Order-to-Cash, Procure-to-Pay, Record-to-Report, Accounts Receivable, General Ledger, and Financial Reporting.

• Proven capability to troubleshoot complex ERP issues and deliver customer-centric solutions.

• Experience providing technical support to ERP customers in a customer care setting.

• Strong analytical, problem-solving, and critical thinking abilities.

• Excellent written and verbal communication skills.

• Ability to juggle multiple priorities in a dynamic environment.

• Proficiency with customer support platforms like Salesforce, Zendesk, Intercom, Jira, or similar ticketing systems.

• ERP certifications are highly preferred.

• Experience with payment integrations, APIs, middleware, or FinTech solutions.

• Familiarity with ERP workflows, automation, reporting, and customization tools.

• Knowledge of SQL, REST/SOAP APIs, integration troubleshooting, or data synchronization concepts.

• Understanding of ERP customization frameworks such as SuiteScript, Power Platform, Business Central extensions, or Sage customization tools.

• Strong organizational skills with a keen eye for detail.

• Customer-first attitude with a proactive approach to resolving issues.

• Experience mentoring colleagues or acting as a subject matter expert.

🏝️ Benefits

• Opportunities for professional development and career advancement.

• Collaborate with talented professionals in supporting enterprise ERP solutions.

• Join a customer-focused team dedicated to exceptional service and ongoing innovation.