Customer Support Analyst

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Binary Stream Software - ERP Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

💸 Finance

☁️ SaaS

B2B • Finance • SaaS

Binary Stream Software - ERP Solutions is a company that provides industry-leading Enterprise Resource Planning (ERP) solutions deeply embedded in Microsoft Dynamics 365 Finance, Dynamics 365 Business Central, and Microsoft Dynamics GP. With over 20 years of experience, they specialize in automating and enhancing business processes for various industries such as software, telecommunications, manufacturing, real estate, finance, and healthcare. Their products, like Multi-Entity Management, Subscription Billing Suite, and Property Lease Management, empower clients to streamline operations, automate billing cycles, manage leases, and analyze financial data effectively. The company's solutions aim to transform finance and operations by reducing manual processes, ensuring data accuracy, and providing real-time business insights.

📋 Description

• 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.

🎯 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 • Bonus Points If You Have • Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations • Accounting experience • Software development experience.

🏖️ Benefits

• 3 weeks of paid vacation • Extended health and dental benefits • Health and personal spending accounts • Professional development funds • RRSP program and stock options • Annual performance bonus