Resource Specialist (Financial Software Specialist, Tier 2)

Resource Specialist, Financial Software Specialist Tier 2 (Remote within Canada)

Reporting to the Senior Manager of Client Support, the Resource Specialist responds to Tier 2 inquiries from the Tier 1 Client Support, Implementation and Client Success Executive teams, in addition to providing quality support of the Multiview Financial software application to Post-Go live clients.  The position supports and provides training to those who represent the face of Multiview.

WHAT WE ARE LOOKING FOR:

At Multiview, being creative with excellent communication and critical thinking skills is important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture, where the genuine care of people is our compass.

The successful candidate will be a highly motivated team player, who effectively engages with our clients and all key stakeholders and has an extensive prior work experience within technical support.

The estimated salary pay range for this role is between $65,000.00-75,000.00 CAD. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

If this sounds like you, read on!

WHAT YOU WILL DO:

• Understand and provide quality support to our Client Support, Implementation, and Client Success teams in addition to active clients.
• Identify, investigate, and troubleshoot incoming inquiries to provide appropriate solutions and alternatives to achieve client satisfaction.
• Effectively document support incidents and escalate to the appropriate parties as needed.
• Manage all correspondence with clients and staff in the helpdesk ticketing system.
• Manage multiple support channels, including but not limited to phone and email.
• Support the roll-out of new product releases to Multiview’s client base.
• Proactively assist to grow our Client Portal content through development of impactful documents, videos and how to guides.
• Manage a variety of projects escalated from other teams.
• Continuous product learning of Multiview Financial software.
• Support the roll-out of new product releases to Multiview’s existing customer base.
• Champion the Multiview Financial software and services through training and continuous learning.
• Demonstrate Multiview’s core values, building, and advancing the reputation of the company and its clients.

KEY RELATIONSHIPS:

• Senior Manager, Client Support
• Client Success team
• Multiview’s internal and external stakeholders

WORK ENVIRONMENT:

• Work independently with minimal supervision.
• Extensive collaboration with team members and other departments
• Remote work option

COMPETENCIES PORTFOLIO:

• Client Service – This role influences 100% of all clients who purchase Multiview Financial software. You have excellent interpersonal and customer service skills and will be responsible for the success of the client’s understanding and continued utilization of Multiview Financial Software. Sound knowledge of financial and accounting systems is required to perform the role competently, and this level of expertise is gained through progressive on-the-job experience.
• Work Smart – You are taking initiative in anticipating and troubleshooting problems to resolve our client needs with minimal supervision. You can adapt to changes in both hardware and software and can manage multiple tasks simultaneously and prioritize tasks. Enjoys working smart; is action-oriented and full of energy for taking initiatives.
• Stronger Together – You collaborate with multiple teams cross-functionally and are comfortable using the technology and being able to explain it to others. You can effectively address the needs of each team while always keeping the client’s outcomes as the driver.
• People First – You demonstrate elevated emotional intelligence and empathy towards all internal and external stakeholders.
• Believe in Better – You question the status quo while you seek to accept, and complete tasks using your own initiative. You ask “why” a lot and communicate effectively when getting to the root of the problem.

YOU ARE SOMEONE WHO HAS:

• University Degree or College Diploma with a major in Accounting, Commerce, or relevant experience.
• 1+ years of Multiview Financial Software experience
• Experience Level: 2-5 years of relevant client support experience.
• Proven success with stakeholder engagement and relationship management at all levels.
• Excellent problem solving, analytical skills and practices sound judgment when making decisions.
• Excellent communication skills, both written and verbal, with the ability to listen, understand, educate, and influence.
• Ability to work both collaboratively in a team environment and independently with little supervision.
• Willingness to be coached, mentored, and driven to reach your fullest potential.
• Experience effectively representing Multiview’s values, building and advancing the reputation of the company and its clients.

WHAT WE WOULD LOVE TO SEE?

• Prior experience working in a SaaS environment is considered an asset.
• Knowledge of accounting and financial management practices is considered an asset.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is close to what we are looking for, consider applying.  We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

ABOUT US:

Multiview builds powerful, easy-to-use financial applications for clients across North America.   As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month End™.

We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise are vital to making our company stronger.   Our people-first culture is our biggest advantage and we are excited to share that commitment with you!

WHY JOIN MULTIVIEW?

At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the best they can be, Multiview is THE Software Company for you to learn, grow, create, connect, and lead.  We do this by taking care of our employees first.

 We strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:

• Competitive Compensation with benefits
• 4 weeks’ vacation to start, additional paid time off to supplement work-life balance, wellness, and mental health days
• The company paid competitive Benefits including Extended Health, Dental, Vision and more.
• Health and Wellness Perks
• Continuous growth opportunities, professional development training support and leadership development

APPLICATION INSTRUCTIONS:

Please submit your resume and a cover letter, describing why you are a unique fit for this position. Successful candidates will be required to undergo a background check verification with an external vendor.

We thank all applicants for expressing their interest in Multiview; however only those candidates selected for an interview will be contacted.  

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let Human Resources know. We will work with you to meet your needs.

ACCESSIBILITY & DIVERSITY:

Multiview promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we are building a more effective organization that empowers our employees to be the best that they can be.

Multiview is an Equal Opportunity Employer, and we are committed to creating a barrier-free working environment for all. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Multiview will provide accommodation throughout the recruitment, selection and/or assessment process for applicants with disabilities, upon request.