Senior Application Support Consultant - L1

Velixo; Canada; Remote; CAD 100,000 - 125,000; Full time

Job summary

An innovative firm is seeking a Senior Application Support Consultant to enhance client experiences with ERP systems. In this remote role, you will provide top-notch support for an Excel add-in that connects with popular ERP solutions. Your expertise in technical support and financial analysis will be crucial as you troubleshoot issues, educate clients, and maintain strong relationships. Join a diverse and fast-paced organization that values your contributions and offers a collaborative environment to grow your skills while serving a global clientele. If you thrive in a dynamic setting and enjoy solving complex problems, this opportunity is perfect for you.

Qualifications

• Extensive experience with IT systems and networks.
• At least 2 years’ experience in a similar role.

Responsibilities

• Provide first-level support to partners and customers.
• Troubleshoot application-related issues via various communication methods.
• Manage client technical service requests and ensure timely resolution.

Skills

Technical Support

Problem-Solving

Communication Skills

Detail-Oriented

Interpersonal Skills

Education

College Degree in Information Technology

College Degree in Engineering

College Degree in Computer Science

College Degree in Accounting

College Degree in Finance

Tools

Excel

ERP Systems

CRM Software

Job description

This is a remote position open to candidates residing anywhere within Canada.

Velixo is an award-winning vendor of Excel-based reporting solutions for Enterprise Resource Planning (ERP) software, such as Acumatica, MYOB, Cegid and Sage Intacct. We serve customers of every size, in every industry, by enhancing their reporting and planning experience, and introducing a world of innovative features and integrations in the Excel they love.

Headquartered in Montreal, Canada, we are a diverse and fast-paced organization that is rapidly growing in revenue and personnel. Our team is spread out across the world to support a growing base strong of 2500+ customers and 200+ value-added resellers worldwide.

Job Summary

We are seeking a Senior Application Support Consultant with experience in ERP systems to support our ERP Financial analysis product, an Excel add-in that connects with Acumatica and Sage Intacct. The ideal candidate will have a strong background in technical support, a deep understanding of ERP systems, particularly Acumatica and Sage Intacct, and experience in financial analysis and reporting.

Roles And Responsibilities

1. Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.
2. Become highly proficient with using Velixo's product.
3. Troubleshoot and analyze application-related issues and solve problems over emails, phone/chat and web meetings.
4. Establish and maintain a positive and professional relationship with clients.
5. Analyze customer's business and technical requirements and deliver appropriate solutions.
6. Provide continuing education to clients on how to effectively use Velixo products in their businesses.
7. Manage client technical service requests. Ensure timely resolution of customer issues, escalating when necessary. Ensure clients receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
8. Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
9. Share best practices with team members to enhance the quality and efficiency of client support.
10. Participate in individual or team projects, as needed, to expand client support offerings. Document client inquiries and reported problems and provide feedback to Velixo's level II support and R&D.
11. Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues.

Qualifications

1. Extensive experience with IT systems, networks, and related technologies.
2. College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance).
3. At least 2 years’ experience in a similar role.
4. Experience in account management or service and support. Experience troubleshooting business software products a plus.
5. Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
6. Must be comfortable with troubleshooting software, computer, and other IT related problems (ERP / accounting software systems like Dynamics SL, AX, NAV, SAP Business By Design, Everest, Sage, Business applications (CRM) etc.).
7. Knowledge of customer service principles and practices are a plus.
8. Work output must be detailed for the highest level of accuracy and quality.
9. Strong verbal and written communication skills.
10. Detail oriented and excellent multi-tasking skills.
11. Exceptional interpersonal and organizational skills.
12. Must work well in a team environment and present a professional demeanor.
13. Must be flexible, reliable, trustworthy, and absolutely confidential with all matters.
14. Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook).