Product Support Specialist (Remote within Canada)

Full job description
PRODUCT SUPPORT SPECIALIST (Remote within Canada)

*This position is open to individuals in MST geographies*


Reporting to the Manager, Client Support, as the Product Support Specialist (aka Financial Support Specialist), you are part of our Support team. Acting as the first line of response, you will be responsible for communicating with our clients in an open, helpful, and engaging manner to find the right solution for them.


Your passion for providing exceptional service contributes to our high level of client satisfaction. In addition, you will work with various teams to resolve various support concerns, escalate issues, and serve as an ambassador for our product.


WHAT WE ARE LOOKING FOR:


At Multiview, being creative with great communication and problem-solving skills is important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.


The successful candidate will be a highly motivated team player who is an excellent communicator, a self-starter and someone who can meet the demands of a fast-paced growing technology company while maintaining a positive attitude in a technical customer support function.


If this sounds like you, read on!


WHAT YOU WILL DO:

Provide outstanding client service throughout the support process.

Identify, investigate, and troubleshoot incoming inquiries to provide the appropriate solutions and alternatives to achieve client satisfaction.
Effectively document support incidents and escalate them as necessary.
Manage and update the help desk ticketing system with descriptions of support incidents, conversations, and correspondence with clients.
Manage multiple support channels including telephone and e-mail.
Support the roll-out of new product releases to Multiview’s existing client base.
Proactively assist in growing our Client Portal content by developing impactful documents, videos, and how-to guides
Actively participate in continually improving support processes and team initiatives
Demonstrate Multiview’s core values, building and advancing the reputation of the company and its clients.

Key Relationships:


Manager and Senior Manager, Client Support
Client Support Team
Clients

Work Environment:


Work independently with minimal supervision
Extensive collaboration with team members and other departments
Remote work

COMPETENCIES PORTFOLIO:


Client Obsessed – This role influences 100% of all client experiences who purchase Multiview Financial Software. You must have excellent interpersonal and customer service skills and are comfortable building rapport with our clients to develop trust and confidence in our products and services.
Work Smart – You must be proactive in anticipating and resolving problems client problems using strong analytical and problem-solving skills to meet our client’s expectations and the requirements of the job.
Stronger Together – You collaborate with a wide range of internal and external stakeholders and team members to determine the problems to solve and deliver the best solutions to our clients with exceptional client service skills.
People First – You demonstrate high levels of emotional intelligence and empathy towards all stakeholders, both internal and external
Believe in Better – You question the status quo while you seek, accept, and complete tasks using your own initiative. You ask “why” a lot and communicate clearly and efficiently when getting to the root of the problems.

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIREMENTS:


A degree, diploma, certification, or equivalent in business, accounting or relevant experience
Experience Level: 1 – 2 years in customer support or an accounting role
Demonstrated skills in client escalation, conflict resolution and negotiation.
Demonstrated excellence in presenting to an executive-level audience, both written and verbal
Excellent client service, interpersonal and relationship-building skills.
Excellent multi-tasking, organizational, time management and problem-solving skills
Excellent team-building skills, to work well within a team environment.
Self-sufficient, resourceful, and able to work well with minimal supervision.
Ability to demonstrate a high degree of professionalism.
Innovative thinker with a growth mindset.
Demonstrated level of technical proficiency with Microsoft Office at the Intermediate or Advanced levels
Willingness to be coached, mentored, and driven to reach your fullest potential.
Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients.
Ability to travel minimally within Canada and the US

WHAT WE WOULD LOVE TO SEE?


Prior ERP or Multiview Financial Software experience
Knowledge of accounting and financial management practices
Prior experience working in the SaaS/Software industry.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we are looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.


ABOUT US:


Multiview builds powerful, easy-to-use financial applications for clients across North America. As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month End™


We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise is vital to making our company stronger. Our people-first culture is our biggest advantage, and we are excited to share that commitment with you!


WHY JOIN MULTIVIEW?


At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the best they can be, Multiview is THE Software Company for you to learn, grow, create, connect, and lead. We do this by taking care of our employees first.


We strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:


Competitive Compensation
4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days.
Company paid competitive Benefits including Extended Health, Dental, Vision and more.
Workplace Flexibility (Choice to work remotely or from our office in Ottawa, ON)
Continuous growth opportunities, and leadership development

APPLICATION INSTRUCTIONS:


Please submit your resume, and a cover letter describing, why you are a unique fit for this position by applying to this posting.


We thank all applicants for expressing their interest in Multiview; however, only those candidates selected for an interview will be contacted.


Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.


ACCESSIBILITY DIVERSITY:


Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.


Multiview is an Equal Opportunity Employer, and we are committed to creating a barrier-free working environment for all. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Multiview will provide accommodation throughout the recruitment, selection and/or assessment process for applicants with disabilities, upon request. Read more