Senior Support Technician

Position Overview

Reporting to the Customer Support Manager, the Support Technician is responsible for providing exceptional technical support to customers, troubleshooting complex issues, and ensuring a seamless user experience while using Sylogist solutions. A strong technical accounting background is essential for effectively supporting finance-related functionalities within the system.

Responsibilities Include:

• 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.

Key Expectations for the Support Technician:

• 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.

What We Look For In You

Must-Haves

• 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.

Nice-to-Haves

• Zendesk
• Previous Remote-Work Experience