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Customer Service
Senior Support Technician
@Sylogist
[Hiring] Senior Support Technician @Sylogist
Apr 03, 2025 - Sylogist is hiring a remote Senior Support Technician. đź’¸ Salary: unspecified. đź“ŤLocation: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Reporting to the Customer Support Manager, the Support Technician is responsible for providing exceptional technical support to customers, troubleshooting complex issues, and ensuring a seamless user experience while using Sylogist solutions. A strong technical accounting background is essential for effectively supporting finance-related functionalities within the system.
- Serve as a key point of contact for customer inquiries, troubleshooting technical issues related to Microsoft Business Central and Sylogist solutions.
- Provide expert-level support for finance-related system functionalities, leveraging accounting knowledge to assist customers with financial modules, reporting, reconciliations, and revenue management.
- Independently troubleshoot complex system issues, escalating to development teams as needed while ensuring timely follow-up and resolution.
- Assist customers with system configurations, workflow optimizations, and best practices.
- Investigate and document reported bugs or enhancement requests, collaborating with internal teams to drive product improvement.
- Maintain a high level of customer satisfaction through clear and proactive communication, ensuring customers receive timely updates on ticket progress and resolutions.
- Provide guidance and training to customers on system functionalities, new features, and troubleshooting best practices.
- Track and manage support cases in Zendesk or other ticketing systems, ensuring resolution within Service Level Agreements (SLAs).
- Work closely with cross-functional teams, including product development, implementation, and customer success, to ensure a cohesive approach to customer support.
- Identify recurring customer issues and contribute to knowledge base articles and training materials to enhance self-service resources.
Qualifications
- 2+ years in a technical support role with Microsoft Business Central.
- Strong accounting knowledge, including payroll, financial reporting, reconciliations, and revenue accounting.
- Experience troubleshooting ERP systems, particularly finance-related functionalities.
- Proven ability to work independently, proactively troubleshoot, research, and resolve issues.
- Strong problem-solving skills and ability to excel in a fast-paced, customer-focused environment.
- Excellent written and verbal communication skills, with a focus on clarity and professionalism.
- Experience with ticketing systems (Zendesk, Jira) and remote troubleshooting tools.
- Ability to prioritize and multitask effectively to meet SLA commitments.
- Strong collaboration skills to work across departments and ensure seamless customer experiences.
Requirements
- Maintain a CSAT score of 95% or higher by consistently delivering excellent support and solutions.
- Achieve 95% or higher in First Response Time and adhere to SLA targets for ticket resolution.
- Demonstrate expertise in Microsoft Business Central, particularly financial modules such as Payroll, General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Bank Reconciliation, and Revenue Recognition.
- Provide clear well-documented solutions for customers and internal teams.
- Escalate critical issues promptly to management, particularly those affecting multiple customers or requiring urgent attention.
- Collaborate with internal teams to proactively address common challenges faced by customers.
- Offer recommendations for process improvements and workflow efficiency based on customer interactions.
Benefits
- A company where you can really make a meaningful impact.
- A healthy work-life balance.
- Benefits that cover health, wealth, and wellness.
- Sylogist is a remote-first company.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 03, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
