Product Support Specialist

Reporting to the Manager, Client Support, as the Product Support Specialist (aka Financial Support Specialist), you are part of our Support team. Acting as the first line of response, you will be responsible for communicating with our clients in an open, helpful, and engaging manner to find the right solution for them.

Your passion for providing exceptional service contributes to our high level of client satisfaction. In addition, you will work with various teams to resolve various support concerns, elevate issues, and serve as an ambassador for our product.

WHAT WE ARE LOOKING FOR:
At Multiview, being creative with great communication and problem-solving skills is important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.

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.

The starting salary for this role is $55,000.00 CAD. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

If this sounds like you, read on!

WHAT YOU WILL DO:

Provide outstanding client service throughout the support process.

Identify, investigate, and troubleshoot incoming inquiries to provide the appropriate solutions and alternatives to achieve client satisfaction.

Effectively document support incidents and escalating them as necessary.

Manage and update the help desk ticketing system with descriptions of support incidents, conversations, and correspondence with clients.

Manage multiple support channels including telephone and e-mail.

Support the roll-out of new product releases to Multiview’s existing client base.

Proactively assist in growing our Client Portal content by developing impactful documents, videos, and how-to guides

Actively participate in continually improving support processes and team initiatives

Demonstrate Multiview’s core values, building and advancing the reputation of the company and its clients.

Key Relationships:

Manager and Senior Manager, Client Support

Client Support Team

Clients

Work Environment:

Work independently with minimal supervision

Extensive collaboration with team members and other departments

Remote work

COMPETENCIES PORTFOLIO:

Client Obsessed - This role influences 100% of all client experiences who purchase Multiview Financial Software. You must have excellent interpersonal and customer service skills and are comfortable building rapport with our clients to develop trust and confidence in our products and services.

Work Smart - You must be proactive in anticipating and resolving problems client problems using strong analytical and problem-solving skills to meet our client’s expectations and the requirements of the job.

Stronger Together - You collaborate with a wide range of internal and external stakeholders and team members to determine the problems to solve and deliver the best solutions to our clients with exceptional client service skills.

People First - You demonstrate high levels of emotional intelligence and empathy towards all stakeholders, both internal and external

Believe in Better - You question the status quo while you seek, accept, and complete tasks using your own initiative. You ask “why” a lot and communicate clearly and efficiently when getting to the root of the problems.

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIREMENTS:

A degree, diploma, certification, or equivalent in business, accounting or relevant experience

Experience Level: 1 – 2 years in customer support or an accounting role

Demonstrated skills in client escalation, conflict resolution and negotiation.

Demonstrated excellence in presenting to an executive-level audience, both written and verbal

Excellent client service, interpersonal and relationship-building skills.

Excellent multi-tasking, organizational, time management and problem-solving skills

Excellent team-building skills, to work…