Product Support Specialist

Multiview Corporation; Canada; Hybrid; CAD 50,000 - 61,000; Full time

Benefits offered by this job

4 weeks vacation

Benefits including Extended Health, 1

Growth opportunities

Leadership development

Job summary

Multiview Corporation in Canada is seeking a Product Support Specialist (Financial Support Specialist) to be the first line of client response, delivering open, helpful service and solutions, while acting as an ambassador for our product.

You will work with multiple teams, support rollouts, and contribute to knowledge content. The role requires strong communication, problem-solving, and a positive attitude in a fast-growing tech environment. Remote work is supported.

Qualifications

• Degree, diploma, certification or equivalent in business, accounting or relevant field.
• 1–2 years in customer support or accounting role.
• Strong client escalation, conflict resolution and negotiation skills.
• Proficient in presenting to executive-level audiences (written and verbal).

Responsibilities

• Provide outstanding client service throughout the support process.
• Identify, investigate and troubleshoot inquiries to provide solutions.
• Document support incidents and escalate when necessary.
• Manage and update the help desk ticketing system.
• Handle multiple support channels including phone and email.
• Assist in rolling out new product releases to clients.
• Develop client portal content with documents, videos, guides.
• Improve support processes and participate in team initiatives.

Skills

Communication

Problem-solving

Customer service

Team collaboration

Self-motivated

Adaptability

Education

Bachelor's degree in business, accounting or related field

Tools

Microsoft Office

Job description

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, elevate 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.

The starting salary for this role is $55,000.00 CAD. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

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 escalating 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.
• Continuous growth opportunities, and leadership development

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.