Customer Support Analyst
Binary Stream Software Inc. Vancouver, BC
- Expired: August 16, 2021. Applications are no longer accepted.
Binary Stream Software is certified as a Great Place to Work (https://www.greatplacetowork.ca/en/best-workplaces/all-certified-companies#certified-organizations/view-sub-list-details/5ff784cd1caa42001b4dd0d4/) and one of Canada’s Top Small & Medium Employers for 2021. We were founded just over 20 years ago by our CEO who is passionate about people, culture and products. Binary Stream is an award-winning, Microsoft Gold certified partner that develops enterprise-grade software to enhance Microsoft Dynamics 365. We are excited to grow our team with a full-time role for a Customer Support Analyst. What you will do: The Customer Support Analyst is primarily responsible for delivering support to VARs and users of Binary Stream’s products.
The goal is to enable our customers to extract optimum value from their investment in our software, direct customers to our paid service offerings where appropriate, and to maintain a high level of customer satisfaction. The Customer Support Analyst is expected to collaborate closely with internal stakeholders, liaise effectively with domain experts as needed, and to generally minimize the impact of customer-reported incidents on the software development teams. Key Responsibilities: * Solve issues encountered by customers engaged in implementing and using Binary Stream products. * Create a support ticket for each newly reported customer issue, subsequently ensuring that the content and status of each ticket is kept current. * Obtain and record all information needed to replicate issues encountered by customers within their working environment. * Involve the appropriate Development team member in the resolution of customer-reported issues where the results of analysis suggest that this is caused by a software defect. * Maintain oversight over the status of open tickets, ensuring that an appropriate level of communication is maintained with affected customers. * Contribute to continuous improvement within the Customer Support function, using retrospective to enhance best practices, and proactively sharing this knowledge with others. * Provide guidance, coaching, and support as needed to other staff who may engage in Customer Support activities from time to time. * Fulfill administrative processes as necessary to ensure that all reporting, contract management, and other functions are completed in a timely manner. * Use trace analysis, debug skills, source code, and diagnostic tools, to perform initial analysis of the issues. If the initial analysis indicates the issue is complex, the Customer Support Analyst is responsible for escalating the issue to more senior support personnel or the development team. * Use profiling tools to perform initial analysis of software performance issues before involving more senior support personnel or the development team. * Provide professional services to customers such as performing Binary Stream product installations on the customer’s systems and certain custom report changes. * Write internal and external knowledge base articles to share tips and best practices with team members and customers. * Contribute to the technical analysis and recommendations in response to customer escalations that are addressed to, or come to the attention of Binary Stream management. * Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope. * Should be prepared to work outside of normal office hours, from time to time, when necessary. Technical Skills: * Intermediate working knowledge of MS Office including Word, Excel, and PowerPoint. * Understands the software development life cycle (SDLC). * Hands-on database query and reporting skills using SQL. * Strong experience with software support. * Experience with supporting ERP software or customizations, especially the Microsoft Dynamics line of ERP products such as Dynamics GP, Business Central or Finance & Operations * Experience with Microsoft’s database technologies including SQL Server, SQL Server Management Studio, SQL Server Profiler, and writing SQL queries or/and stored procedures.
SQL Server reporting services experience is an asset. * Experience with technical tools such as Dexterity and .NET is an asset * Experience with programming and debugging in a programming language is an asset. Education and Experience: * University degree in computer science or finance-related field. * 2+ years’ experience delivering customer software support, preferably in the financial ERP space * Software development experience is preferred. * Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations is a strong asset. * Accounting certification is an asset. Who are we? We are a diverse and inclusive team who care about each other and work collaboratively to produce high quality software solutions. We have a great culture based on our values of Team, Innovation, and Growth, and are aligned to our vision of “enabling the growth of our people and customers”.
We offer competitive compensation, comprehensive benefits, 3 weeks of vacation to start, RSP matching, professional development dollars, profit sharing, employee stock options, plus more. Visit our career page to learn more about us (https://binarystream.com/careers/) . For over 20 years we have been committed to a workplace where everyone feels safe, respected and valued. We are always learning and growing and would love for you to learn and grow with us. Apply now. Due to the volume of applicants, please accept our apologies in advance, as only those candidates shortlisted will be contacted.
We sincerely appreciate your interest in our company. Thank you for exploring career opportunities with Binary Stream Software.
Binary Stream Software Inc.
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