Product Support Specialist

4 weeks ago

Toronto, Canada Aquila Software Group Full time

**Who We Are**

Emphasys Software is the largest full-service provider to serve the public housing, housing finance, and redevelopment marketplace. Across our five divisions, we provide software that modernizes and streamlines complex processes for housing authorities, agencies, lenders, and governments in almost every state. Through our products and services, we help house roughly half of the families most in need within the United States.

**Who We Need**
- Emphasys Housing Finance Agency (HFA) division provides products that support multi-family housing, single family loan portfolio management, and financial solutions._

Reporting to the Manager, Client Services, we are looking for a Product Support Specialist to join us. As part of the HFA division, you will support internal teams and clients using our Financial Suite of software products, including General Ledger, Investment Management, Debt Management, Trustee Reconciliation, and Accounts Payable. You will gain insights into business processes and provide training to instill confidence and create opportunities for further engagement with our products and services.

This is a remote position with the opportunity to work from anywhere in US or Canada. The flexibility to travel to our annual conference in Fort Lauderdale, as well as anywhere in the United States to attend one or two industry conferences across the United States and possibly one-to-two client on-site visits is required.

**What’s In It For You**

**_ Impact and influence. _**You want to work for an organization providing and supporting technology with a purpose. The housing crisis in the US is rapidly growing, and Emphasys is building solutions and services to facilitate the work of Housing Finance agencies across the country. You will take ownership of impactful ongoing and project work, including supporting 15+ existing clients, supporting the onboarding of new clients, and assisting clients with the migration to a new platform. Every day, the work you do will make a difference as you help lower anxiety for customers and the people they serve; building lasting and genuine connections with your clients.

**_ Career development._** We have ambitious goals, and we are investing in building future leaders who can take an idea and make things happen. We provide training, mentorship, and career planning. The rate at which we are scaling means limitless possibilities for anyone here now and joining us. You will work alongside a Manager who started in this role and can offer you the guidance and advice you need to be successful and grow. Your next steps here may include a team lead role, as well as opportunities to move into people or product management within Emphasys or across into another business unit at Aquila.

**What You Will Do**:
You will be the key liaison between our customers and our internal teams, responsible for training, implementing and providing technical support to our HFA clients. You will:

- Grow expertise. You will leverage your domain knowledge to become a Subject Matter Expert (SME) on our Financial suite of products, the business problems they solve, and how our customers leverage its capabilities.
- Technical support. You will act as a single point of contact, working with urgency and empathy to understand, troubleshoot, and resolve issues. You will maintain system documentation and support the website.
- Collaborate. You will work closely with the Client Services Manager, Product Manager, and Development team to improve solutions and continue to meet the needs of our customers.
- Train. You will identify areas for knowledge sharing and create documentation, videos, and webinars to train new and existing clients on our software.
- Consult. You will build relationships with customers to ensure satisfaction. You will ask intelligent questions and grow your understanding of customer interaction with our products. You will identify gaps in knowledge and areas to increase engagement. You will add value by providing Accounting and Finance consulting services and guidance on product use.

**What You Bring**:

- The experience. You have worked in client-facing roles in Bond Finance, Corporate Accounting, or Financial Services. You have experience with software support, training, or implementation. Ideally, you have exposure to a helpdesk or ticketing system. You understand the urgency of systems issues and can rapidly respond to support requests, maintaining open communication and meeting service-level agreements.
- The consulting skills. You have professional communication skills, including the ability to translate complex technical processes to a nontechnical audience. You can write easy-to-use documentation, and you are comfortable delivering training on-camera or in person. You can build and nurture trusting and influential relationships with customers and internal teams.

**Why Join**

Emphasys Software has been a part of Aquila, a subsidiary of Constellation Software

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