Customer Support Analyst
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Job Description
Customer Support Analyst resolving client issues with Binary Stream's software. Collaborating with teams to enhance customer satisfaction in financial ERP space.
Responsibilities:
- Solve issues encountered by customers engaged in implementing and using Binary Stream products.
- Obtain and record all information needed to replicate issues encountered by customers within their working environment.
- Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues.
- Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team.
- Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers.
- Monitor the portal access support queue and respond to customer inquiries as needed.
- Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
- Help the Professional Services team in performing product installations and replicating or reporting issues as necessary.
- Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current.
- Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary.
- Involve the appropriate Development team member in resolving customer-reported issues related to software defects.
- Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others.
- Write internal and external knowledge base articles to share tips and best practices with team members and customers.
- Provide guidance, coaching, and support to other staff engaging in Customer Support activities.
- Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time.
- Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management.
- Be prepared to work outside of normal office hours when necessary.
Requirements:
- Working knowledge of the Software Development Life Cycle (SDLC)
- Hands-on database query and reporting skills using SQL
- Experience with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedure, and SQL Server reporting services
- Experience with programming and debugging in a programming language
- 3+ years’ experience delivering customer software support, preferably in the financial ERP space
- University degree in computer science or finance-related field
- Bonus Points If You Have
- Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations
- Accounting experience
- Software development experience.
Benefits:
- 3 weeks of paid vacation
- Extended health and dental benefits
- Health and personal spending accounts
- Professional development funds
- RRSP program and stock options
- Annual performance bonus
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