Offer summary

Qualifications:

Extensive experience with IT systems and networks, particularly ERP software like Acumatica and Sage Intacct., College degree in Information Technology, Engineering, Computer Science, Accounting, or Finance., At least 2 years of experience in a similar support role, with strong problem-solving skills., Excellent verbal and written communication skills, with a detail-oriented approach..

Key responsibilities:

Provide first-level support to partners and customers, ensuring timely responses to inquiries.

Troubleshoot application-related issues and maintain professional relationships with clients.

Analyze customer requirements and deliver appropriate solutions while educating clients on product usage.

Collaborate with cross-functional teams to document issues and create Knowledge Base articles for repetitive problems.

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

Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives
Become highly proficient with using Velixo's product.
Troubleshoot and analyze application-related issues and solve problems over emails, phone/chat and web meetings.
Establish and maintain a positive and professional relationship with clients.
Analyze customer's business and technical requirements and deliver appropriate solutions.
Provide continuing education to clients on how to effectively use Velixo products in their businesses.
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.
Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
Share best practices with team members to enhance the quality and efficiency of client support.
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.
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

Extensive experience with IT systems, networks, and related technologies.
College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
At least 2 years’ experience in a similar role.
Experience in account management or service and support. Experience troubleshooting business software products a plus
Ability to deliver quality service and problem solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
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.)
Knowledge of customer service principles and practices are a plus
Work output must be detailed for the highest level of accuracy and quality
Strong verbal and written communication skills
Detail oriented and excellent multi-tasking skills
Exceptional interpersonal and organizational skills
Must work well in a team environment and present a professional demeanor
Must be flexible, reliable, trustworthy, and absolutely confidential with all matters
Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)