Position Summary
Position: Client Services Account Manager
Company: Destiny Solutions
Location: Toronto, Ontario, Canada
Travel: Occasional, Infrequent
Start Date: Immediate
Status: Full-Time Permanent
Are you interested in joining a quickly-growing, fast-paced technology company in the higher education marketplace? Do you like interacting with people, solving problems before anyone else sees them and being the “glue” that keeps the operation moving? Do you enjoy a diverse role with many responsibilities in a fast moving environment?
If so, Destiny Solutions is seeking an enthusiastic, motivated Support Analyst who will embrace new challenges and opportunities offered by a growing young company by contributing to our overall growth and operations management.
We are not looking for only support analysts – We are looking for those individuals at any point in their career who know that they have the skill and the art to be a strong participant in our support process.
We work in a small dynamic environment with flexible work hours and are an equal opportunity employer. We also provide our staff with many opportunities for both career and professional development. In this role, you will be given an opportunity to be a major contributor to building the next-generation of Continuing Education business solutions. Come join us at Destiny Solutions, where your opinion matters, your experience is valued and interesting work will be part of your daily routine.
Skills & Qualifications
The Support Analyst is resourceful, has a strong sense of composure and a knack for just getting things done, helping us deliver a fantastic customer experience!
Top candidates will possess:
- University degree in Computer Science or related field
- 4+ years of experience as a Support Analyst, Account Manager, Business Analyst or Project Manager
- The ability to quickly grasp, articulate and document complicated business & technical issues
- The ability to identify and meticulously document software defects
- Superior communication skills both verbal and written
- Outstanding client relationship management skills
- A customer first attitude to maintain and improve overall client satisfaction
- Strong project management skills
- The ability to remain organized and prioritize effectively when the pressure is on
- Attention to detail without losing sight of overall goals
- Knowledge of MS SQL and Oracle databases
- Demonstrated leadership skills
- Experience with some combination of the following:
- Business process analysis and documentation
- Software requirements gathering / documentation
- Software QA
Other beneficial experience would include:
- Exposure to Java
- Working knowledge of accounting/finance concepts
Responsibilities
- Acting as the primary support contact, providing Tier 2 and Tier 3 application support to our live production clients
- Assessing client reported issues and working to drive them to closure
- Working closely with our clients as well as internal Development, QA, and the Services teams
- Adhering to client Service Level Agreements
- Provide product expertise to help answer questions related to product functionality
- Participating in the scheduling and prioritization process for fix-pack releases
- Contributing to the development of new features and enhancements given all the knowledge gained by working so closely with our clients
- Provide clients with regular and timely incident updates and weekly reports
- Engage and collaborate with Product Management and Development as appropriate to ensure high quality deliverables
- Identify product gaps and gather requirements with Product Management
- Actively participate in continuous improvement of support processes
