Product Support Specialist

2 weeks ago

Ottawa, Canada Multiview Corporation Full time

**PRODUCT SUPPORT SPECIALIST (Remote within Canada)**

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 customer 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.

**_

If this sounds like you, read on

**WHAT YOU WILL DO**:

- Provide outstanding customer 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.
- Support the roll-out of new product releases to Multiview’s existing customer 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 mínimal supervision
- Extensive collaboration with team members and other departments
- Remote work option

**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 customer 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 service relations or in an accounting role
- Demonstrated skills in customer escalation, conflict resolution and negotiation.
- Demonstrated excellence in presenting to an executive-level audience, both written and verbal
- Excellent customer 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 mínimal 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 mínimally 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 tea

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