Software Support Analyst
Diamond Municipal Solutions - Cambridge, ON

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Our Company:
Diamond Municipal Solutions is a certified Microsoft Business Solutions partner exclusively focused on providing financial and revenue management software to the public sector. We help public sector organizations deploy cost effective, integrated, Microsoft based computing solutions that increase employee productivity so that you can better serve the demands of customers and leverage technology to automate all aspects of your organization. Diamond supports over 200 public sector customers in North America. Diamond is a group company of StarDyne Technologies Inc.

The Opportunity:
Working from your choice of office locations including our Kelowna BC, Edmonton AB or Cambridge ON offices, you will be reporting to our Client Manager as a Tier One Support Analyst in our Knowledge Services group. You will act independently or as part of a team and demonstrate excellent high quality support services to our client base.

You will combine an in-depth knowledge of local government business procedures with Dynamics GP/Diamond product; the primary goal is to work with Diamond customers and internal teams to enhance the value of Diamond’s solutions. Specific functions will include:

Solve Tier 1 Support Calls
Answer support calls and create call entries
Resolve Tier 1 support calls as assigned to you or as received from customers.
Manage the customer’s problems to satisfactory resolution or escalate to designated resources within timeframes specified in escalation procedures.

Solve Product procedure calls as they are received from customers

Write Product Design Reports to identify deficiencies found in the product during testing/research.

Write Tech-knowledge entries into the searchable knowledge base.

Time Billing Entry
Enter all time for work performed on customer tasks and project tasks up to date at end of each day.Time and billing management for project work.

Regular Public Duties - User Group Sessions, Trade Shows, etc.

Attend trade shows, user group sessions as required from time to time.

You must have the willingness, agility and competence to quickly ramp up your skills as we take on new products and additional technologies. You are expected to be a leader as new software is released.


Indeed - 21 months ago - save job - block
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