Vadim Software is seeking an experienced Customer Support Analyst for their WinFin software product. You will be an integral part of the WinFin team and will be required to provide customers with application support on WinFin financial and municipal software. You will be accountable for managing customer requests, effectively troubleshooting and problem solving and for delivering exceptional customer service. A portion of the role involves providing quotes to existing clients and lead generation for new WinFin clients.
Vadim Software is a member of StarDyne Technologies Inc.
WHAT A DAY LOOKS LIKE!
There is lots going on in Customer Support, and depending on the time of year, the customer requests can vary. Our customers wear many hats in their organization and look to us for assistance in ensuring our software is optimized to meet their processing needs.
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 responded to appropriately. The preferred method of communication with our customer is via phone with supplemental information provided via email.
Some requests will be easy to resolve, while others will be more 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.
Providing quotes to clients for new products and calling prospects is a function of this role. You will need to be comfortable making the initial calls to prospects and providing a high level overview of the WinFin software products. Leads generated through the calling campaigns will be forwarded to the Vadim Director of Sales and the WinFin Financial Support Manager for follow-up.
This position can be based in our Edmonton, AB, or Kelowna, BC, office. The WinFin Customer Analyst reports to the WinFin Financial Support Manager.
DUTIES & RESPONSIBILITIES:
− Maintain our excellent customer satisfaction levels
− Respond to software support requests from clients, carrying out 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 other WinFin team members to find solutions for our customers
− Prepare and document solutions for knowledge sharing with customers
− Provide feedback that helps define and improve our offerings
− Promote additional add-on products and services that enhance the clients’ use of our solution
− Assist sales/marketing team with lead generation, including cold calling activities
− Complete timesheets; ensure proper entry and allocation of time to ensure accurate time entry reporting and billing to clients
− Other duties as assigned
− Embrace our Core Values
- 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
− Ability to travel (3 or 4 times a year maximum)
− Assist with client seminars or web demonstrations
− Ethical and professional behaviour
− Belief in and congruent with in our Core Values
EDUCATION & EXPERIENCE REQUIRED:
− Accounting Degree, diploma or equivalent work experience
− 2+ years experience in customer care, support or help desk
− 3+ years of accounting/bookkeeping experience
− Sound knowledge of GAAP
− Experience with using or supporting Financial and/or Municipal systems Software sales experience (an asset)
− 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
− Strong 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!
− A fast-paced challenging environment
− Quarterly company update meetings
− 90 Day Plan monthly update meetings
− Career path and professional development
− Competitive salary (based on qualifications/experience)
− Benefits package
− Flex-time promoting family/work balance
− Registered Retirement Savings Plan (after 12 months)
− Teambuilding events
− Employee satisfaction surveys
− Employee recognition
− Fun together - charitable events, BBQ, seasonal party, potluck lunches
− A great working environment
Please submit, in confidence, a cover letter and resume detailing your qualifications, experience, etc. to:
1632 Dickson Avenue, Suite 400
Kelowna, BC V1Y 7T2
Fax: (250) 763-7931
We thank all applicants for their interest; however, only candidates under consideration will be contacted.