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
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.
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
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
This position is based
in Kelowna, BC or Toronto, ON Areas and reports to the Customer Support Manager.
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.
receives general instructions on routine work, detailed instructions on new
projects or assignments.
Principal Duties and
expert solutions to complex customer problems in a timely manner by receiving,
clarifying and investigating incidents.
ownership of and follow-through with all priority customer incidents.
trends with technical issues and recommend improvements to design,
documentation or implementation.
with Customer Solution Services and R&D to expedite incident resolution and
ensure seamless delivery of support service to customers.
when issues need to be escalated.
severity levels with customers.
be assigned escalated cases.
timesheets; ensure proper entry and allocation of time to ensure accurate time
entry reporting and billing to clients.
and concisely document all customer interaction and all steps taken to resolve
expertise within product area.
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.
training sessions offered and assist with peer training as needed.
KB articles and documents using the Knowledge Centred Support (KCS)
methodology, to be published and shared both internally and with the customer
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.
that all internal and external customer interactions are handled professionally
and with the highest level of service, follow-through and consistently keep
professional telephone manner at all times.
customer expectations and ensure customer satisfaction
additional add-on products and services that enhance the clients; use of our
contribute and participate in team projects.
collaborate with team members to find solutions for our clients
in system and release testing and QA as required.
in Client Conferences.
assigned projects effectively (workload management).
improvements in Customer Solutions policies and procedures.
software and document enhancement requests.
with incident assignment duties, as necessary.
be required to participate in billable engagements.
additional duties as assigned.
Education & Experience:
diploma or equivalent work experience in Accounting, Mathematics, Computer
Science or a related field.
years in a Customer Care, Support or Help Desk environment.
years accounting/bookkeeping experience (with knowledge of GAAP).
Track record in Business Requirements Definition
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.
Superior interpersonal and communication (both oral
and written) skills.
Track record in providing outstanding customer
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
Strong self-initiative with the ability to work both independently and a participatory
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 firstname.lastname@example.org 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.