What You Will Do at Prophix
Support activities :
Provide technical, product expertise and guidance to PROPHIX Customers, partners and internal staff for technical issues
Resolve customers' technical and product related issues within service levels, and in accordance with our Maintenance Service Policy
Work independently and proactively to manage customer issues and to ensure a positive customer experience
Manage issue escalation and resource scheduling
Customer Management
Maintain customer communication while issues are open, regardless of issue escalation
Manage customer expectations regarding issue priority, resolution time and workaround acceptance
Proactively communicate with customers to ensure a positive customer experience
Diagnostic and Problem-Solving Skills
Conduct detailed technical diagnostics of customer issues
Leveraging internal knowledgebase, technical resources and supporting staff resolve or escalate customer issues
Internal Documentation
Accurately document all customer interactions related to a customer issue in the issue tracking software for knowledge transfer and future use
Use a knowledge centered approach to resolving customer inquiries and contribute to content development
What You Will Bring to Prophix
To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.
Required Qualifications
Post-Secondary Degree in Computer Science, Information Systems, or related field
1+ years of hands-on application support experience, preferably within a SaaS environment
Must have strong problem-solving skills to diagnose and logically resolve customer problems using experience, good judgment, and acquired knowledge of PROPHIX Software
Strong organizational skills, attention to detail, and ability to prioritize workload
Must be able to work independently and with other members of a team
Willingness to take on non-routine special assignments
Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and / or internationally, and have a valid passport
Must have excellent verbal and written communication skills in English.
Fluency in French and / or Dutch
Preferred Qualifications
Academic or practical knowledge of Accounting and / or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation)
Knowledge in the following is an asset : incident management, Zendesk, Confluence, Data integration tools (e.g. Snaplogic)
Experienced working in a high volume, fast paced environment with the ability to work effectively to meet tight deadlines.
Willingness to learn new technologies independently. 
