Job description

Role: Customer Support Specialist

Location: Remote

Company Overview

Sylogist provides mission-critical ERP and CRM solutions, including fund accounting, case management, grant management and payroll, to public service organizations. Sylogist's customers include all levels of government, non-profit organizations, nongovernmental organizations, and educational institutions, as well as public compliance driven and funded companies.

Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk! To learn more, check out our careers page at www.sylogist.com

Position Overview

Sylogist develops and delivers comprehensive, mission-critical Cloud solutions for K-12 school districts and has an exciting opportunity for a full-time Customer Support Specialist. This person will participate as a collaborative member of the team and will be responsible for delivering a high level of quality service to our customers about our WenGAGE accounting solution.

This position is not required to work out of one of our offices, therefore, the candidate must also ensure compliance with our home-office environment requirements.

Responsibilities Include:

• Responds to customer queries in a timely, courteous, and accurate way, via phone.
• Identifies customer needs, problem solves and helps customers use specific features within the appropriate applications.
• Analyzes and reports application issues/errors (for example, by testing different scenarios or impersonating users).
• Tests new application features and reports any issues/errors.
• Shares feature requests and effective workarounds with team members.
• Follows up, when appropriate, with customers to ensure their issues/questions are resolved.
• Gathers customer feedback and shares with Manager as needed.
• Tests enhancements/updates and provides feedback to manager.

Desired Knowledge, Skills and Experience Include:

• Bachelor’s degree, in business or accounting preferred, and a minimum of 3 years’ experience payroll or accounts payable; WenGAGE software experience a plus.
• Analytical and process-oriented mindset, coupled with excellent communication (written/verbal) and presentation skills.
• Highly organized, self-driven and eager to provide a superior customer success experience.
• Microsoft Office skills, especially Microsoft Excel and PowerPoint, are required.
• Strong analytical and problem-solving skills.
• Organized, sharp, detail-oriented, and able to multi-task in a fast-paced environment.
• Takes initiative to research software related inquiries/problems and determine the best applicable resolution.
• Willingness to improve technical knowledge independently and continuously.

What we look for in you

• You like to have fun!
• You have a positively great attitude.
• You have a broad set of technical skills.
• You want to be a creator.
• You know you don’t have all the answers but have a deep desire to learn everything.
• You have strong leadership skills; people want to work with you.
• You are an intuitive problem solver.
• You are proactive, take initiative and thrive in a fast-paced, empowered work environment.

Sylogist is headquartered in Calgary, Alberta, Canada with regional offices in Barrie, Ontario, Canada, Atlanta, Georgia, Littleton, Colorado, Washington, DC and Shawnee, Oklahoma in the United States of America and Oxford, Oxfordshire in the United Kingdom.

Interested candidates should submit their resume, references, and compensation expectations.

All candidates must provide proper employment documentation showing immediate eligibility to work in Canada or US. Sylogist does not offer sponsorships.

Sylogist is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote

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