Senior Support Technician

Summary

Join Sylogist, a purpose-driven company empowering its customers' good work, as a Support Technician! Reporting to the Customer Support Manager, you will provide exceptional technical support, troubleshoot complex issues, and ensure seamless user experiences with Sylogist solutions. A strong technical accounting background is crucial for supporting finance-related functionalities. You will be a key point of contact for customer inquiries, providing expert-level support and troubleshooting complex system issues. This role requires collaboration with various teams and maintaining high customer satisfaction. Sylogist offers a remote-first work environment and values employee growth.

Requirements

• 2+ years in a technical support role with Microsoft Business Central
• Strong accounting knowledge, including payroll, financial reporting, reconciliations, and revenue accounting
• Experience troubleshooting ERP systems, particularly finance-related functionalities
• Proven ability to work independently, proactively troubleshoot, research, and resolve issues
• Strong problem-solving skills and ability to excel in a fast-paced, customer-focused environment
• Excellent written and verbal communication skills, with a focus on clarity and professionalism
• Experience with ticketing systems (Zendesk, Jira) and remote troubleshooting tools
• Ability to prioritize and multitask effectively to meet SLA commitments
• Strong collaboration skills to work across departments and ensure seamless customer experiences

Responsibilities

• Serve as a key point of contact for customer inquiries, troubleshooting technical issues related to Microsoft Business Central and Sylogist solutions
• Provide expert-level support for finance-related system functionalities, leveraging accounting knowledge to assist customers with financial modules, reporting, reconciliations, and revenue management
• Independently troubleshoot complex system issues, escalating to development teams as needed while ensuring timely follow-up and resolution
• Assist customers with system configurations, workflow optimizations, and best practices
• Investigate and document reported bugs or enhancement requests, collaborating with internal teams to drive product improvement
• Maintain a high level of customer satisfaction through clear and proactive communication, ensuring customers receive timely updates on ticket progress and resolutions
• Provide guidance and training to customers on system functionalities, new features, and troubleshooting best practices
• Track and manage support cases in Zendesk or other ticketing systems, ensuring resolution within Service Level Agreements (SLAs)
• Work closely with cross-functional teams, including product development, implementation, and customer success, to ensure a cohesive approach to customer support
• Identify recurring customer issues and contribute to knowledge base articles and training materials to enhance self-service resources
• Maintain a CSAT score of 95% or higher by consistently delivering excellent support and solutions
• Achieve 95% or higher in First Response Time and adhere to SLA targets for ticket resolution
• Demonstrate expertise in Microsoft Business Central, particularly financial modules such as Payroll, General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Bank Reconciliation, and Revenue Recognition
• Provide clear well-documented solutions for customers and internal teams
• Escalate critical issues promptly to management, particularly those affecting multiple customers or requiring urgent attention
• Collaborate with internal teams to proactively address common challenges faced by customers
• Offer recommendations for process improvements and workflow efficiency based on customer interactions

Preferred Qualifications

• Zendesk
• Previous Remote-Work Experience

Benefits

• A company where you can really make a meaningful impact
• A healthy work-life balance
• Benefits that cover health, wealth, and wellness
• Sylogist is a remote-first company