Application Support Analyst
About Prophix
Prophix Software Inc. is the leading provider of Corporate Performance Management solutions for the midmarket. Used by more than 2,000 customers in over 92 countries, no other company provides as comprehensive and robust a solution for the price. Prophix's performance management solutions are targeted primarily at small and mid-size, large and enterprise corporations seeking functionally rich budgeting, forecasting, financial consolidation, reporting, and dashboard applications. Our employees operate with integrity, and are flexible, reliable and responsive.
If you are looking for a fast paced, entrepreneurial company with a great marketplace reputation experiencing aggressive growth, apply today.
THE OPPORTUNITY:
A PROPHIX Application Support Analyst (ASA) is a dynamic individual who is customer focused and is seeking to work in a fast paced environment. The position will report to the Customer Support Manager and will work extensively with various internal and external clients.
The successful candidate will have an excellent technical grasp on software and hardware, balanced by strong problem solving and customer management skills. This individual will proactively seek solutions for our clients’ various issues. As there is a large interface with our clients, the position requires an individual who is comfortable and confident when working with all levels of our customer base.
RESPONSIBILITIES:
Provide technical, product expertise and guidance to PROPHIX Customers, partners and internal staff
Resolve customers' technical and product related issues within service levels
Work independently and proactively to manage customer issues with regards to expectations, issue priority, resolution time and workaround acceptance to ensure a positive customer experience
Maintain customer communication while issues are open, regardless of issue escalation
Conduct detailed technical diagnostics of customer issues, leveraging internal knowledgebase, technical resources and supporting staff resolve or escalate customer issues
Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge transfer and future use
Works closely with various departments to ensure solution resolution and excellent customer service for clients.
Perform other duties and assignments as directed by Team Lead and/or Manager.
QUALIFICATIONS:
Diploma or degree with a Computing, Business or Accounting focus
2-3 years application support work experience an asset
Excellent problem solving, analytical and critical thinking skills
Self-motivated individual who is able to work independently and with other members of a team
Experience supporting Microsoft SQL Server 2012, 2008 R2
Windows Server and SQL Microsoft certifications an asset
Experience with virtualization (VMware, Hyper-V) technology is an asset
Excellent verbal, written, interpersonal and communication skills
Strong organizational skills, attention to detail, and ability to prioritize workload
Working knowledge of accounting or financial applications is an asset
Must be legally entitled to work in Canada and be able to travel to the United States
Working Conditions
The position is located at PROPHIX offices in Mississauga. The incumbent will be spending the majority of their time operating a computer, and communicating with customers by telephone and email.
Disclaimer
The above information on this job description and specification has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Prophix is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or Provincial law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Prophix may request such.