Vadim Software is seeking an experienced Customer Support Analyst. You will be an integral part of the Kelowna-based Customer Support Team and will be required to provide customers with application support on Vadim Municipal & Financial software. You will be accountable for managing customer requests, effectively troubleshooting and problem solving, and for delivering exceptional customer service.
WHAT A DAY LOOKS LIKE!
Busy! There is lots going on in Customer Support, and depending on the time of year, it can really vary. Our customers usually wear many hats in their organization, and look to us for assistance in ensuring our software is both operational and being used effectively.
At any given time, you can have many customers looking for assistance, and it’s your responsibility to prioritize the requests to ensure customers are getting responded to appropriately, and to also communicate with customers on the phone so that their expectations are being exceeded.
Some requests will be fast and easy to resolve, while others will be complex and will challenge your troubleshooting skills. Satisfaction comes from knowing you’ve helped a customer become more efficient in their job and that they can move forward and continue on with their business.
This position is based in Kelowna, BC and reports to the Customer Support Manager.
DUTIES & RESPONSIBILITIES:
− Make our customers happy!
− Respond to software support requests from clients, carrying out detailed troubleshooting and research to identify a resolution to the issue
− Keep the customer up to date on the status of their requests to ensure customer satisfaction
− Effectively collaborate with team members to find solutions for our customers
− Promote additional add-on products and services that enhance the clients’ use of our solution
− Prepare and document solutions for knowledge sharing with peers and customers
− Provide feedback to the organization that helps define and improve our offerings
− Complete timesheets; ensure proper entry and allocation of time to ensure accurate time entry reporting and billing to clients
− Other duties as assigned
− Demonstrate team spirit by contributing to a positive and high performance team environment
− Assist others and always put forth your best effort with any individual or team related project
− Adhere to the policies and procedures as practiced by the team and company as a whole
− Attend and participate in team meetings as required
− Complete timesheets in a timely and accurate manner
− Assist with client seminars
− Present a professional presence
− Other duties as requested
EDUCATION & EXPERIENCE REQUIRED:
− Degree, diploma or equivalent work experience in Accounting, Mathematics, Computer Science or related field
− 3+ years experience in customer care, support or help desk
− Accounting/bookkeeping experience
− Sound knowledge of GAAP
− Experience with using or supporting Municipal and/or Financial systems (an asset)
− Track record in Business Requirements Definition and Analysis
− Knowledge of SQL and/or Database (an asset)
− Solid customer service orientation
− Proven problem solving and analytical skills
− Participatory team player with effective collaboration skills
− Ability to work calmly under pressure while meeting deadlines
− Superior interpersonal and communication skills
− Sound judgment, personal initiative and work ethic
− Results and detail oriented
− Ability to multi-task and prioritize
WHAT WE OFFER YOU!
− Competitive salary (based on qualifications/experience)
− Benefits package
− Flex-time promoting family/work balance
− Registered Retirement Savings Plan (after 12 months)
− Quarterly Company Update meetings
− Monthly 90 day Plan meetings
− Professional development
− Professional development
− Career development
− Teambuilding events
− Employee Satisfaction Survey
− Employee recognition
− A fast-paced environment with professional and progressive peers
− Fun together - Charitable events, BBQ, Seasonal party, potluck lunches
− A great working environment
Please submit, in confidence, a detailed resume detailing qualifications, experience and references to:
1632 Dickson Avenue, Suite 400
Kelowna, BC V1Y 7T2
Fax: (250) 763-7931
Vadim Software is a member of Stardyne Technologies Inc.
We thank all applicants for their interest; however, only candidates under consideration will be contacted.