[Hiring] Product Support Specialist @Multiview Corporation

Role Description

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, escalate issues, and serve as an ambassador for our product.

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 escalate 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

Qualifications

• A degree, diploma, certification, or equivalent in business, accounting or relevant experience
• 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 well within a team environment
• Self-sufficient, resourceful, and able to work well with minimal supervision
• Ability to demonstrate a high degree of professionalism
• Innovative thinker with a growth mindset
• Demonstrated level of technical proficiency with Microsoft Office at the Intermediate or Advanced levels
• Willingness to be coached, mentored, and driven to reach your fullest potential
• Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients
• Ability to travel minimally within Canada and the US

Requirements

• Prior ERP or Multiview Financial Software experience
• Knowledge of accounting and financial management practices
• Prior experience working in the SaaS/Software industry

Benefits

• Competitive Compensation
• 4 weeks vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days
• Company paid competitive Benefits including Extended Health, Dental, Vision and more
• Continuous growth opportunities, and leadership development

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.

Accessibility & Diversity

Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be. 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 encouraging everyone to apply.