DIFFERENT BY DESIGN
At MNP we pride ourselves on being different it’s our entrepreneurial drive that sets us apart. It’s the same drive that’s helped us become Canada’s fastest growing national firm.
We foster collaboration, value your ideas, promote based on talent, live balanced lifestyles and make time for FUN. We are one firm, one team, collaborating to support you wherever you want to take your career.
Join the momentum. We are seeking an Acumatica Support Analyst for our growing Technology Consulting team. Driving business excellence, MNP is a leading national accounting, tax and business consulting firm in Canada.
Our Consulting team works with organizations in the public, private and not-for-profit sectors to provide innovative strategies tailored to maximize efficiencies, enhance performance and increase profitability.
Specifically, our recognized Technology Consulting team works with clients to translate technology issues and opportunities into meaningful results that meet organizational needs.
As a Support Analyst, you will directly interact with our customers ensuring the highest level of customer satisfaction through technical mentoring, coaching and consulting services, as well as acting as a client advocate to resolve issues, and to improve process and the application.
Roles and Responsibilities :
Provide direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives
Become highly proficient with using Acumatica’s product suite.
Troubleshoot and analyze application-related issues and solve problems over phone / chat and web meetings.
Establish and maintain a positive and professional relationship with clients and partners.
Analyze customer's business and technical requirements and deliver appropriate solutions.
Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
Manage client technical service requests. Ensure timely resolution of customer issues, escalating when necessary. Ensure clients receive responses to phone / on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
Share best practices with team members to enhance the quality and efficiency of client support.
Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices.
Create Knowledge Base articles for repetitive issues.
Skills and Experience
Understanding of accounting principles and / or business practices
College Diploma or University Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
Experience in account management or service and support. Experience troubleshooting business software products required
Ability to deliver quality service and problem solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
Must be comfortable with troubleshooting software, computer, and other IT related problems (ERP / accounting software systems like Dynamics SL, AX, NAV, SAP Business By Design, Everest, Sage, Business applications (CRM) etc.)
Knowledge of customer service principles and practices are a plus
Strong verbal and written communication skills
Experience with writing SQL scripts, be comfortable working with MS SQL databases to troubleshoot data-related issues.
Detail oriented and excellent multi-tasking skills
Exceptional interpersonal and organizational skills
Must work well in a team environment and present a professional demeanor
Must be flexible, reliable, trustworthy, and absolutely confidential with all matters
Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)
YOUR REWARDS MNP
More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.
Our MyRewards MNP program offers benefits that allow you to thrive at work and outside of the office. Be rewarded with generous paid time off including 4 personal days, firm sponsored social events, a group pension plan with 4% matching contribution, voluntary savings products, bonus program eligibility, a wellness subsidy, health and dental benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, learning opportunities through MNP University, a flexible dress for your day environment and more!