Client Support Resource Specialist, Materials

4 weeks ago

Ottawa, Canada Multiview Corporation Full time

**Client Support Resource Specialist, Materials Management (Remote within Canada)**

Reporting to the Senior Manager of Client Support, the **Resource Specialist, Materials Management** will be responsible for providing front-line support to clients on escalated technical issues and queries on Multiview Financial software.

The responsibility will include, but not be limited to:

- Embracing the company culture of client obsession and taking pride in providing the best customer service to our clients, focused on Materials Management
- You will support and provide training to those who represent the face of Multiview
- Support the roll-out of new product releases to our client

**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.

If this sounds like you, read on

**WHAT YOU WILL DO**:

- Provide quality support to our Client Support, Implementation, Client Success teams and our clients.
- Identify, investigate and troubleshoot client inquiries to provide appropriate solutions and alternatives to achieve quality results and high client satisfaction.
- Manage all correspondence with clients and staff in the helpdesk ticketing system.
- Support the roll-out of new product releases to Multiview’s client base focused on **Materials Management**:

- Effectively document support incidents and escalate to the appropriate parties as needed.
- Proactively assist the team in helping grow our knowledge base through the development of impactful documents, videos and how-to guides.
- Continuous product learning of our Multiview Financial Software
- Demonstrate Multiview’s core values, building, and advancing the reputation of the company and its clients.

**KEY RELATIONSHIPS**:

- Senior Manager, Client Support
- Client Success team
- Multiview’s internal and external stakeholders

**WORK ENVIRONMENT**:

- Work independently with mínimal supervision.
- Extensive collaboration with team members and other departments
- Remote work option

**COMPETENCIES PORTFOLIO**:

- **Client Obsessed** - This role influences 100% of all clients who purchase Multiview Financial software. You have excellent interpersonal and customer service skills and will be responsible for the success of the client’s understanding and continued utilization of Multiview Financial Software. Sound knowledge of financial and accounting systems is required to perform the role competently, and this level of expertise is gained through progressive on-the-job experience.
- **Work Smart** - You are proactive in anticipating and troubleshooting problems to resolve our clients' needs with mínimal supervision. You can adapt to changes in both hardware and software and can handle multiple tasks simultaneously and prioritize tasks. Enjoys working smart; is action-oriented and full of energy for taking initiatives.
- **Stronger Together** - You collaborate with multiple teams cross-functionally and are comfortable using the technology and being able to explain it to others. You can effectively address the needs of each team while always keeping the client’s outcomes as the driver.
- **People First** - You demonstrate high levels of emotional intelligence and empathy towards all internal and external stakeholders.
- **Believe in Better** - You question the status quo while you seek to accept, and complete tasks using your own initiative. You ask “why” a lot and communicate effectively when getting to the root of the problem.

**KNOWLEDGE, EXPERIENCE AND SKILLS REQUIREMENTS**:

- A University Degree or College Diploma with a major in Accounting, Commerce, or relevant experience
- **Experience Level**: 2-5 years of Materials Management
- Strong knowledge of accounting and financial management experience
- Passion for client success, technology, and/or software
- Excellent customer service skills; self-starter with experience in client-facing situations
- Excellent communication, problem-solving and interpersonal skills
- Strong organization, planning, prioritization, and time management skills
- Excellent analytical and numerical skills are needed as well as attention to detail
- Demonstrated ability to interface and maintain effective relationships with all employees and clients in a team-oriented environment
- Ability to work both collaboratively in a team environment and independently with little supervision
- 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

**WHAT WOULD WE LOVE TO SEE?**
- Prior ERP or Multiview Financial Software experience
- Prior experience working in the SaaS/Software industry.
- 1+ years of Multiview Financial product or Enterprise softw

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