Customer Support Analyst

Binary Stream•Burnaby, BC

4d•CA$61,200 - CA$73,400•Hybrid

About The Position

Binary Stream is seeking a Customer Support Analyst to join their team. This role reports to the Customer Support Lead and is responsible for providing support to VARs and users of Binary Stream's products. The main goal is to help customers maximize the value from their software investment, guide them towards paid service offerings when appropriate, and maintain a high level of customer satisfaction. The analyst will collaborate with internal teams, consult with domain experts, and minimize the impact of customer-reported incidents on software development teams.

Requirements

Working knowledge of the Software Development Life Cycle (SDLC).
Hands-on database query and reporting skills using SQL.
Experience with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedure, and SQL Server reporting services.
Experience with programming and debugging in a programming language.
3+ years’ experience delivering customer software support, preferably in the financial ERP space.
University degree in computer science or finance-related field.

Nice To Haves

Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations.
Accounting experience.
Software development experience.

Responsibilities

Solve issues encountered by customers engaged in implementing and using Binary Stream products.
Obtain and record all information needed to replicate issues encountered by customers within their working environment.
Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues.
Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team.
Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers.
Monitor the portal access support queue and respond to customer inquiries as needed.
Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
Help the Professional Services team in performing product installations and replicating or reporting issues as necessary.
Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current.
Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary.
Involve the appropriate Development team member in resolving customer-reported issues related to software defects.
Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others.
Write internal and external knowledge base articles to share tips and best practices with team members and customers.
Provide guidance, coaching, and support to other staff engaging in Customer Support activities.
Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time.
Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management.
Be prepared to work outside of normal office hours when necessary.