Resource Specialist (*internal Applicants Only*)

Resource Specialist, FSS Tier 2

Please note that this position is only open to current employees of Multiview

Reporting to the Manager of Client Support, the Resource Specialist responds to Tier 2 inquiries from the Tier 1 Client Support, Implementation and Client Success Executive teams, in addition to providing quality support of the Multiview Financial software application to Post-Go live clients. The position supports and provides training to those who represent the face of Multiview.

WHAT WE ARE LOOKING FOR:

At Multiview, we are client-obsessed.   Being tech-savvy with great communication and problem-solving skills are really important, but equally so are having a passion for driving client success and the desire to be a contributing member of our culture where the genuine care of people is our compass. 

The successful candidate will be a highly motivated team player, who effectively engages with our clients and all key stakeholders and has an extensive prior work experience within technical support.

If this sounds like you, read on!

WHAT YOU WILL DO:

• Provide quality support to our Client Support, Implementation, and Client Success teams in addition to active clients.
• Identify, investigate, and troubleshoot incoming inquiries to provide appropriate solutions and alternatives to achieve client satisfaction.
• Effectively document support incidents and escalate to the appropriate parties as needed.
• Manage all correspondence with clients and staff in the helpdesk ticketing system.
• Manage multiple support channels, including but not limited to phone and email.
• Support the roll-out of new product releases to Multiview’s client base.
• Proactively assist to grow our Client Portal content through development of impactful documents, videos and how to guides.
• Manage a variety of projects escalated from other teams.
• Continuous product learning of Multiview Financial software.
• Support the roll-out of new product releases to Multiview’s existing customer base.
• Experience demonstrating Multiview’s core values, building, and advancing the reputation of the company and its clients.

COMPETENCIES PORTFOLIO:

• Customer Service - This role influences 100% of all client experience who purchase Multiview Financial Software. Understanding how to derive expected outcomes and offer best practice technical recommendations to achieve those outcomes with Multiview software is vital to this role.

• Teamwork – works with multiple teams cross-functionally, and must know how to effectively address the needs of each team while always keeping the client’s outcomes as the driver.

• Problem solving – Proactive in anticipating and resolving problems. Strong analytical and problem-solving skills to meet the requirements of the job.

• Interpersonal Skills –Ability to effectively communicate and work with various team members both internally and externally. Strong verbal communication skills are required.

• Organization – Ability to handle multiple initiatives simultaneously to meet deadlines and prioritize tasks to ensure the smooth client support experience and operational excellence.

YOU ARE SOMEONE WHO HAS:

• University Degree or College Diploma with a major in Accounting, Commerce, or relevant experience.
• Experience Level: 2-5 years of relevant client support experience.
• Proven success with stakeholder engagement and relationship management at all levels.
• Excellent problem solving, analytical skills and practices sound judgment when making decisions.
• Excellent communication skills, both written and verbal, with the ability to listen, understand, educate, and influence.
• Ability to work both collaboratively in a team environment and independently with little supervision.
• Willingness to be coached, mentored, and driven to reach your fullest potential.
• Experience effectively representing Multiview’s values, building and advancing the reputation of the company and its clients.

WHAT WE WOULD LOVE TO SEE?

• Prior experience working in a SaaS environment is considered an asset.
• Knowledge of accounting and financial management practices is considered an asset.
• 1+ years of Multiview Financial product or Enterprise software experience is considered an asset.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is close to what we are looking for, consider applying.  We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we are dedicated to adding new perspectives to the team and encouraging everyone to apply.

ABOUT US:

Multiview builds powerful, easy-to-use financial applications for clients across North America.   As a leader in the ERP/Financial Software industry, we partner with sophisticated clients across multiple industries to End Month End™.

We are extremely proud of the company we have built. Bringing together professionals with diverse backgrounds, talents, and expertise are vital to making our company stronger.   Our people-first culture is our biggest advantage and we are excited to share that commitment with you!

WHY JOIN MULTIVIEW?

At Multiview, you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a company culture built to empower and develop our people to be the very best they can be, Multiview is THE Software Company for you to learn, grow, create, connect, and lead.  We do this by taking care of our Employees first.

“Multiviewers”, strongly believe that a great job should keep you happy both at work and in life and we encourage that by offering:

• Competitive Compensation with benefits from Day 1

• 4 weeks’ vacation to start, additional paid time off to supplement work-life balance, wellness and mental health days

• Company paid competitive Benefits including Extended Health, Dental, Vision and more

• Workplace Flexibility (Choice to work remotely in Canada or from our HQ office in Ottawa, ON)

• Health and Wellness Perks

• Continuous growth opportunities, professional development training allowances and leadership development

APPLICATION INSTRUCTIONS:

Please submit your resume, and a cover letter describing, why you are a unique fit for this position by applying to this posting.

We thank all applicants for expressing their interest in Multiview; however only those candidates selected for an interview will be contacted.  

Multiview is committed to providing an inclusive and accessible candidate experience. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to meet your needs.