Customer Support Lead - Jobs in Burnaby, BC

Job Description

Binary Stream Software is proud to be named to the Best Workplaces in BC List for 2021 and one of Canada’s Top Small & Medium Employers for 2021. We were founded just over 20 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 excited to grow our team with a full-time role for a Customer Support Lead.Position Summary:Reporting to the Director of D&PS, the Customer Support Lead will be primarily responsible for leading the initiatives of the support team in 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 Lead is expected to collaborate closely with internal stakeholders, liaise effectively with domain experts as needed, and generally minimize the impact of customer-reported incidents on the software development teams. The Customer Support Lead requires a proficient knowledge of Binary Stream’s products and is responsible for the support team to solve the majority of incidents with minimal impact on the software development teams. The Customer Support Lead is expected to manage potentially complex customer and partner relationships during incident resolution.Primary Duties and Responsibilities:

• Responsible for the Customer support team to solve a wide range of issues encountered by customers engaged in implementing and using Binary Stream products.
• Responsible for Customer Support team to create a support ticket for each newly reported customer issue, subsequently ensuring that the content, history and status of each ticket is kept current, including attaching notes and emails to each ticket.
• Prepares, maintains, and manages the schedules for the team.
• Takes the lead in resolving risks and issues that may impact the success of the team, communicating and escalating as appropriate to stay on plan.
• Responsible for the communication between Customer Support Team and Development team to ensure effective understanding of requirements to meet goals effectively.
• Fulfill administrative processes as necessary to ensure that all reporting, contract management, and other functions completed in a timely manner.
• Preparation of KPI reports and correspondence of project specifications, activities, and status.
• Coach team members as needed, recommending training courses or learning materials where appropriate.
• Responsible for performance management of the team including, setting objectives, regular review and year end reviews.
• Provide professional services to customers such as performing Binary Stream product installations on the customer’s systems and certain custom report changes.
• Contribute to the technical analysis and recommendations in response to customer escalations that addressed to, or come to the attention of Binary Stream management.
• Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
• Provide feedback for product improvement.
• Responsible for minimizing the tickets crossover to development.
• Should be prepared to work outside of normal office hours, from time to time, when necessary.

Technical Skills:

• Strong experience with supporting ERP software or customizations, especially the Microsoft Dynamics line of ERP products such as Dynamics GP, technical tools such as Dexterity and .NET.
• Experience with Microsoft’s database technologies including SQL Server, SQL Server Management Studio, SQL Server Profiler, and writing SQL queries or/and stored procedures.
• Working knowledge of computer networking, client/server architecture and TCP/IP is an asset.
• Experience with supporting remoting technologies such as Citrix, Remote Desktop and virtual private networks is an asset.
• Experience with programming and debugging in a programming language is an asset.
• Understanding of the software development life cycle (SDLC).
• Strong people management and project management skills.
• Strong experience with software support.

Coaching & Development:

• Be the role model and promote communication and collaboration with the team; reinforce Binary Stream Values by maintaining and monitoring team productivity and commitment to quality; while actively fostering collaboration and a climate of continuous improvement.
• Create learning plans and provide direction on how to handle challenges.
• Proactively share knowledge with others to build a stronger team base of skill set inventory.
• Empower team by creating opportunities for professional development.
• Use lessons learned to enhance best practices.

Education and Experience:

• University degree in computer science or finance-related field; and or equivalent work experience.
• 5+ years’ experience delivering customer software support, preferably in the financial ERP space.
• Software development experience is preferred.
• Experience working with Microsoft Dynamics GP or Dynamics AX is preferred.
• Experience with IT administration and support.
• Experience with providing technical training.
• Accounting certification is an asset.
• People leadership or supervisory experience
• Experience working in an agile fast-paced environment.

Who are weWe are a diverse and inclusive team who care about each other and work collaboratively to produce high quality software solutions. We have a great culture based on our values of Team, Innovation, and Growth, and are aligned to our vision of “enabling the growth of our people and customers”. We offer competitive compensation, comprehensive benefits, 3 weeks of vacation to start, RSP matching, professional development dollars, profit sharing, employee stock options, plus more. Visit our career page to learn more about us.For over 20 years we have been committed to a workplace where everyone feels safe, respected and valued. We are always learning and growing and would love for you to learn and grow with us. Apply now.Please note that we will ask you to complete a criminal background record check as a condition of employment. We sincerely appreciate your interest in our company. Thank you for exploring career opportunities with Binary Stream Software.Quick Apply

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