Application Support Analyst (Hybrid)

Contenuto del lavoro

The Application Support Analyst (ASA) proactively seeks solutions for our clients’ various technical and product related issues. As there is a large interface with our clients, the position requires an individual who is comfortable and confident when working remotely with our customer base. The ASA should have an excellent technical grasp on software and hardware, balanced by strong problem solving and customer management skills.

Currently all employees are working remotely from home. When we implement our return to office plan in the future, Prophix will offer employees the choice for work arrangement: the opportunity to work from our office, remotely, or a combination of both/hybrid. We have invested in best-in-class tools, technology, and culture to ensure our team members are able to do their best work.

What You Will Do at Prophix

• Provide technical, product expertise and guidance to PROPHIX Customers, partners and internal staff for technical issues
• Resolve customers’ technical and product related issues within service levels, and in accordance with our Maintenance Service Policy
• Work independently and proactively to manage customer issues and to ensure a positive customer experience
• Manage issue escalation and resource scheduling
• Maintain customer communication while issues are open, regardless of issue escalation
• Manage customer expectations regarding issue priority, resolution time and workaround acceptance
• Proactively communicate with customers to ensure a positive customer experience
• Conduct detailed technical diagnostics of customer issues
• Leveraging internal knowledgebase, technical resources and supporting staff resolve or escalate customer issues
• Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge transfer and future use
• Use a knowledge centered approach to resolving customer inquiries and contribute to content development

What You Will Bring to Prophix

Required Qualifications

• Post-Secondary Degree in Computer Science, Information Systems, or related field
• 1+ years of hands-on application support experience, preferably within a SaaS environment

• Must have strong problem-solving skills to diagnose and logically resolve customer problems using experience, good judgment, and acquired knowledge of PROPHIX Software
• Strong organizational skills, attention to detail, and ability to prioritize workload
• Must be able to work independently and with other members of a team
• Willingness to take on non-routine special assignments
• Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport
• Must have excellent verbal and written communication skills in English
• Fluency in French and/or Dutch

Preferred Qualifications

• Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation)
• Knowledge in the following is an asset: incident management, Zendesk, Confluence, Data integration tools (e.g. Snaplogic)
• Experienced working in a high volume, fast paced environment with the ability to work effectively to meet tight deadlines
• Willingness to learn new technologies independently

NOTES

Successful candidates might be required to undergo a background (work and education) verification with an external vendor.

We thank all those who apply, however, please be advised that only those candidates selected to move forward will be contacted.

ACCESSIBILITY & DIVERSITY

Prophix promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Prophix will provide accommodation throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.