Application Support Specialist

2 months ago

Vancouver, Canada MNP Full time

Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams. Combine your passion with purpose and join a culture that is thriving in the face of change.

Make an impact to our client focused teams as an Applicant Support Specialist. This diverse team of specialists work as trusted advisors to support and utilize MNP’s accounting technologies that enable primarily French speaking team members to work efficiently and effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

**Responsibilities**
- Assist with a variety of technology queries from internal users
- Monitor support tickets using an IT support database
- Manage a support queue and resolve user requests using effective prioritization
- Review and diagnose requests and work with the product leadership and development team to resolve issues related to bugs and user training
- Document issues and solutions and work alongside our Development team and vendors to implement improvements
- Identify product functionality and user training issues
- Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
- Understand functionality from a user perspective of products used in the various service lines for preparation of files and client deliverables
- Communicate bugs, user experience challenges and potential areas for process improvement to the development team
- Ensure bugs and other fixes have been addressed by the development team
- Document resolutions to reoccurring issues or workarounds in the knowledge base

**Skills and Experience**
- Two (2) or more years of relevant work experience in a Technology support role
- Experience working within a professional Services firm considered an asset
- Experience using accounting software such as QuickBooks, Sage, Xero, AgExpert, CaseWare or CaseView
- Extensive experience gathering requirements and feedback from users
- Service oriented with a professional attitude and desire to answer customer inquiries in a timely manner
- A passion for technology and desire to provide superior customer service

More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.

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