Customer Support Analyst

We are proud to have been awarded for the second year in a row as one of BC s Top Employers and third year in a row as one of Canada's Top Small & Medium Employers.

Since becoming SaaS based, Binary Stream has more than tripled in size through sustainable growth and now has employees in India, Europe, United States and all over Canada with our Head Office in Burnaby, British Columbia. With our recent growth, we re still small enough that people can make a big impact here and really see the results of their efforts on a regular basis. Having a great culture based on our values of Team, Innovation, and Growth, we work together and win as a team by collaborating and supporting each other to achieve individual, team based and companywide goals.

Binary Stream Software was founded 24 years ago by our CEO who is passionate about people, culture, and products. Binary Stream is an award-winning, Microsoft Gold certified partner that develops enterprise-grade software to enhance Microsoft Dynamics 365. We are a diverse and inclusive team who care about each other and work collaboratively to produce high quality software solutions.

Primary Location: Burnaby, BC (Head Office)

Remote Work Eligibility: Open to candidates within Canada.

Note: Unfortunately, remote opportunities outside Canada or without a valid work permit are not available at this time.

We are excited to grow our team with a full-time role for a Customer Support Analyst.

Position Summary:

Reporting to the Customer Support Lead, the Customer Support Analyst is primarily responsible for delivering support to VARs and users of Binary Stream's products. The goal is to enable our customers to extract optimum value from their investment in our software, direct customers to our paid service offerings where appropriate, and to maintain a high level of customer satisfaction. The Customer Support Analyst is expected to collaborate closely with internal stakeholders, liaise effectively with domain experts as needed, and to generally minimize the impact of customer-reported incidents on the software development teams.

As a Customer Support Analyst, your responsibilities will include:

Customer Support & Issue Resolution:

• Solve issues encountered by customers engaged in implementing and using Binary Stream products.
• Obtain and record all information needed to replicate issues encountered by customers within their working environment.
• Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues.
• Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team.
• Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers.
• Monitor the portal access support queue and respond to customer inquiries as needed.
• Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
• Help the Professional Services team in performing product installations and replicating or reporting issues as necessary.

Ticket Management & Escalation:

• Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current.
• Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary.
• Involve the appropriate Development team member in resolving customer-reported issues related to software defects.

Knowledge Sharing & Process Improvement:

• Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others.
• Write internal and external knowledge base articles to share tips and best practices with team members and customers.
• Provide guidance, coaching, and support to other staff engaging in Customer Support activities.

Administrative Duties:

• Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time.
• Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management.
• Be prepared to work outside of normal office hours when necessary.

Technical Skills:

• Working knowledge of the Software Development Life Cycle (SDLC).
• Hands-on database query and reporting skills using SQL.
• Experience with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedure, and SQL Server reporting services.
• Experience with programming and debugging in a programming language is an asset.

Education and Experience:

• Bachelor's degree in computer science, or a finance related field.
• 2+ years' of experience delivering customer support in the financial ERP space.
• At least 2 years of experience working with Freshdesk, DevOps, or a related ticketing system.
• At least 2 years of experience working with Microsoft Dynamics Business Central, or a related ERP.
• Experience working in an agile, fast paced environment.
• Accounting certification is an asset.
• Previous experience in software development is an asset.

Compensation and Benefits Package:

At Binary Stream, we know compensation is important to our people. To stay competitive with our pay and benefits, annually we collect and analyze industry benchmarking data from the technology sector across Canada. This data is used to regularly update our salary ranges.

Compensation Range: 54,400 65,300 CAD

Pay Range Insights: This range signifies the minimum and maximum compensation for this role. The pay we offer a successful candidate will be determined by factors including the candidate's knowledge, skills, abilities and experience. The salary offered to a successful candidate will be based on their knowledge, skills, abilities, and experience, and will fall within this specified range.

Benefits:

• 3 weeks of paid vacation
• Extended health and dental benefits
• Health and personal spending accounts
• Professional development funds
• RRSP program
• Profit sharing bonus

Connect with Us: Ready to learn more? Our hiring team looks forward to learning more about you and sharing more about our approach to competitive pay and benefits here at Binary Stream.

What makes Binary Stream a great place to work?

• Pay and benefits matter
• Wellness and work life balance is prioritized
• We work to support your growth
• Hybrid work environment
• Our CEO leads by example and truly cares about employees
• Culture of respect, integrity, continuous improvement, and transparency
• Monthly team outings which have recently included: our company picnic, we chartered a yacht, went to a lacrosse game, and like to stay active by hiking, playing disk golf and ultimate frisbee to name a few!

Who are we as individuals?

• We are driven and passionate to succeed
• We are team players
• We are hungry and humble to learn and improve
• We have high integrity and accountability
• We are resilient, data and value driven
• We are openminded and collaborative

Ready to join our global growth journey and propel your career forward? Apply now.

Binary Stream Software Inc. is an equal opportunity employer and as such, we are committed to diversity and inclusion in the workplace. All qualified applicants receive consideration for employment without regard to age, race, color, sex, sexual orientation, national origin, disability, religion, or any other protected characteristic as outlined by law.