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Customer Solutions Analyst

CA-ON-Cambridge
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Company Information Job Description

Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

 

Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. Our solutions help nearly 6,500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently. Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel. Our customers are located in 74 countries across Europe, Latin America, and North America.     

 

Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models.

 

Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.

 

Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

 

The Customer Solutions Analyst is accountable for managing customer requests, effectively troubleshooting and problem solving cases and delivering exceptional customer service.  At any given time, you may have many customers looking for assistance, you will need to prioritize and multitask while ensuring customers are responded to appropriately, communicated with effectively and ensuring a positive client experience.

 

Some requests will be fast and easy to resolve, while others will be complex and will challenge your troubleshooting skills.  Satisfaction comes from knowing you’ve solved problems and helped a customer move forward and successfully continue with their business.

 

Do you like solving puzzles, are you driven until you succeed and do you get a thrill when you uncover the missing pieces?  Is helping people your passion, and do find working with financial software and using your strong technical knowledge motivating? If yes, then we have the perfect job for you!

 

This position is based in Kelowna, BC or Toronto, ON Areas and reports to the Customer Support Manager. 

 

Scope

Knowledge: Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Complexity: Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision: Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

 

 

 

Principal Duties and Responsibilities

 

Incident Resolution:

         Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.

         Take ownership of and follow-through with all priority customer incidents.

         Observe trends with technical issues and recommend improvements to design, documentation or implementation.

         Work with Customer Solution Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.

         Determine when issues need to be escalated.

         Set severity levels with customers.

         May be assigned escalated cases.

         Complete timesheets; ensure proper entry and allocation of time to ensure accurate time entry reporting and billing to clients.

Knowledge Management

         Clearly and concisely document all customer interaction and all steps taken to resolve incidents.

         Develop expertise within product area.

         Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.

         Attend training sessions offered and assist with peer training as needed.

         Create KB articles and documents using the Knowledge Centred Support (KCS) methodology, to be published and shared both internally and with the customer base.

Communication

         Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.

         Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

         Ensure professional telephone manner at all times.

         Manage customer expectations and ensure customer satisfaction

         Promote additional add-on products and services that enhance the clients; use of our solution.

Additional Duties

         Actively contribute and participate in team projects.

         Effectively collaborate with team members to find solutions for our clients

         Participates in system and release testing and QA as required.

         Participate in Client Conferences.

         Manage assigned projects effectively (workload management).

         Recommend improvements in Customer Solutions policies and procedures.

         Create software and document enhancement requests.

         Assist with incident assignment duties, as necessary.

         May be required to participate in billable engagements.

         Other additional duties as assigned.

 

Job Specifications

 

Education & Experience:  

         Degree, diploma or equivalent work experience in Accounting, Mathematics, Computer Science or a related field.

         2-4 years in a Customer Care, Support or Help Desk environment.

         2 years accounting/bookkeeping experience (with knowledge of GAAP).

         Track record in Business Requirements Definition and Analysis

         Experience with report creation tools such as SQL Server Reporting Services or Crystal Reporting.

         Experience with using/supporting Financial or Municipal systems (e.g. Utility Billing, Property Taxation or Payroll/HR).

         Experience with .NET based CMS tools (e.g. DNN, Kentico, Sitefinity, etc.) an asset.

         Professional accreditation(s) in IT, Payroll, Bookkeeping, Municipal Tax Administration or a related field an asset.

 

Skills & Abilities

         Superior interpersonal and communication (both oral and written) skills. 

         Track record in providing outstanding customer service.

         Demonstrated ability to proactively resolve issues, exercise good judgment while managing multiple tasks and tight deadlines.

         Ability to handle difficult or sensitive situations with diplomacy and tact.

         Basic understanding of relational database concepts and architecture.

         Strong self-initiative with the ability to work both independently and a participatory team environment.

 

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!

If you require any accommodation assistance throughout the recruitment and selection process, please send an email to accessibility@aptean.com or contact us at 888 506 0711 and ask for Human Resources.  Let us know the nature of your request and your contact information and we would be happy to assist you.

 

Skills & Requirements Qualifications