Multiview Corporation Hiring For Product Support Specialist (Remote within Canada) at Ottawa, ON Full Time

PRODUCT SUPPORT SPECIALIST (Remote within Canada)

Multiview builds powerful, easy-to-use financial applications for clients across North America. As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month End™

We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise is vital to making our company stronger.

Our people-first culture is our biggest advantage and we are excited to share that commitment with you!

ABOUT THE ROLE:

As a Financial Software Specialist, you are part of our Support team and your passion for providing exceptional customer service contributes to our high level of client satisfaction. Acting as the first line of response to clients, you will communicate in an open, helpful and engaging manner and focus on finding the right solution for each client. In addition, you will work with various teams to resolve various support concerns, escalate issues and serve as an ambassador for our product.

The successful candidate will be a highly motivated team player who is an excellent communicator, a self-starter and someone who can meet the demands of a fast-paced growing technology company while maintaining a positive attitude in a technical customer support function.

WHAT ARE WE LOOKING FOR

At Multiview, we balance being client obsessed with working smart. Being tech-savvy with great communication and problem-solving skills are really important, but equally showing your commitment to mutual success and contributing to our culture where the genuine care of people is our compass.

If this sounds like you, read on!

What you will do…

• Provide outstanding customer service throughout the support process
• Identify, investigate and troubleshoot incoming inquiries to provide appropriate solutions and alternatives to achieve client satisfaction
  
• Effectively document support incidents and escalate as necessary
• Manage and update help desk ticketing system with descriptions of support incidents, conversations and correspondence with customers
• Manage multiple support channels including telephone and e-mail
• Support the roll-out of new product releases to Multiview’s existing customer base
• Proactively assist to grow our Client Portal content through development of impactful documents, videos and how to guides.

COMPETENCIES PORTFOLIO:

• Customer Service – This role influences 100% of all client experience who purchase Multiview Financial Software. Understanding how to derive expected outcomes and offer best practice technical recommendations to achieve those outcomes with Multiview software is vital to this role
• Teamwork – works with multiple teams cross-functionally, and must know how to effectively address the needs of each team while always keeping the client’s outcomes as the driver
• Problem solving – Proactive in anticipating and resolving problems. Strong analytical and problem solving skills to meet the requirements of the job
• Interpersonal Skills –Ability to effectively communicate and work with various team members both internally and externally. Strong verbal communication skills are required
• Organization – Ability to handle multiple projects simultaneously to meet deadlines and prioritize tasks to ensure the smooth client support experience and operational excellence

EDUCATION AND WORK EXPERIENCE REQUIREMENTS:

• Post-secondary education in business/accounting or relevant experience preferred
• 1 – 2 years in customer service relations
• Strong written and oral communication skills
• Demonstrated skills in customer escalation, conflict resolution and negotiation
• Strong customer service, interpersonal and relationship-building skills
• Strong multi-tasking, organizational, time management and problem solving skills
• Strong team building skills, to work well within a close team environment
• Self-sufficient, resourceful and work well with minimal supervision
• Ability to demonstrate a high degree of professionalism
• Ability to travel minimally within Canada and US post COVID-19 restrictions

What we would love to see?

• Previous work experience within the SaaS / software industry is considered an asset

• Knowledge of financial and accounting software applications is considered an asset

WHY JOIN MULTIVIEW:

At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the very best they can be, Multiview is THE Software Company for you to learn, grow, create, connect, and lead. We do this by taking care of our Employees first.

Multiview strongly believes that a great job should keep you happy both at work and in life and we encourage that by offering:

• Competitive Compensation with healthcare benefits from Day 1
• 4 weeks’ vacation to start for all staff
• Additional paid time off to supplement work-life balance, wellness, and mental health days including Christmas closures and extended long weekends
• Company-paid competitive Benefits including Extended Health, Dental, Vision, and more
• Workplace Flexibility (Choice to work remotely in Canada or from our HQ office in Ottawa, ON)
• Health and Wellness Perks including company paid Employee and Family Assistance Plan
• Workplace Social Events and Engagements
• Continuous growth and professional development opportunities

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we are looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encourage everyone to apply.

APPLICATION INSTRUCTIONS:

Please submit your resume, and a cover letter describing, why you are a unique fit for this position by applying to this posting.

We thank all applicants for expressing their interest in Multiview; however only those candidates selected for an interview will be contacted.

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.