JOB DETAILS
POSTED
30+ days ago

Description

SYSPRO Canada is looking for a Customer Support Analyst who will provide expert support for a complex ERP application while elevating customer experience from good to great every step of the way. As part of the Support Team, you will gain skills and experience that will open you up to key opportunities for future growth within our organization.

SYSPRO Canada has offices in Burnaby, British Columbia, and Mississauga, Ontario, but we’re open to filling this position remotely for any candidate across Canada.

Your day-to-day:

Customer Support (80%)

  • Respond to customer support questions or issues through our multi-channel helpdesk (phone, email, customer portal) in a timely and professional manner
  • Practice common troubleshooting methodology to resolve technical issues
  • Research and test solutions in your sandbox environment before scheduling time with a customer to implement the fix in their environment
  • Collaborate with internal stakeholders from various departments as needed to best serve our customers
  • Document all customer contact and troubleshooting for future reference
  • Helpdesk management including monitoring a ticket queue, submitting bug reports, and submitting feature enhancement requests

Projects (20%)
  • Partner with members of our Professional Services team to deliver software version upgrades or preform server migrations
  • Deep dive into targeted areas of the software to build or reverse engineer customized components


People who excel:
  • 1-3 years experience in a related field. We’re not picky, your related field could include customer service, call center, IT, helpdesk, application support, and more! We can teach you the skills you need to be successful in this role but finding someone with a strong foundation is a huge asset.
  • Experience in functional areas like accounting and financials, supply chain management, or with technology like ERP software, SQL, or Windows Server are considered an asset (but not a requirement)
  • Experience with Freshdesk is an asset (but not a requirement)
  • You love breaking down technical problems and solutions into bite-sized pieces that are easy for a customer to understand
  • You have exceptional communication skills and can talk through problems and solutions without adding confusion or complexity to the interaction
  • You’re able to juggle multiple priorities at once, but you’ll call out for help if there are too many balls in the air
  • You take top notch notes that include tons of detail
  • You’re a self starter who can take charge of your day and get things done with minimal direction
  • You have great research skills and can use your resources to find and test possible solutions before reaching out to team members for help

Measures of Success:

  • Maintain a 90% Customer Satisfaction score
  • Maintain a 95% on-target SLA for first response time, ticket update time, and total resolution time
  • Maintain an 80% Quality Assurance score for all customer interactions

What we offer in return:

  • We aim to show our appreciation for our team members’ contributions through our comprehensive rewards package:
  • Health and Dental coverage paid by SYSPRO Canada after 3 months
  • Professional development program to encourage movement within the organization. We believe career progression doesn’t have to just be vertical! If you’re passionate about support, we have senior positions available for you to grow in to, or there are lateral career opportunities available too, including Professional Services, Channel/Partner Management, Account Management, and more!
  • Dedicated Learning Time. Each member of our Support Team is given two full days each month to focus on internal certification activities to build their knowledge on various areas of our product.
  • Flexibility to work remotely – we hire adults and trust you to manage your day-to-day activities to deliver on our company and department objectives.
  • Paid vacation and sick time

Interview Process
If this sounds like the challenge you are looking for, apply today to get the ball rolling. Here’s what you can expect:
  • All resumes are reviewed by a real person!
  • Qualified candidates are contacted by our Human Resources Director for a phone screening
  • Qualified candidates are invited to complete a brief case study activity for the hiring manager to better gauge your troubleshooting and written communication skills
  • Qualified candidates will meet with the Support Team Lead, and the Manager, Support Services for SYSPRO Canada via Microsoft Teams
  • Selected candidates will receive an offer letter and become part of the SYSPRO Canada Support Team!
We look forward to reaching out to all qualified candidates!