Career Opportunity

Department:

Job Title:

Description:

Good analytical and troubleshooting skills will allow you to identify and correct complex software issues and develop technical procedures and documentation. You will analyze and resolve technical problems via telephone, e-mail, online and through independent testing and analysis. You will also ensure that support tickets are kept up-to-date and that software defects are communicated effectively to the development team and receive proper management attention.

Reporting to the President, you will be responsible for providing technical application support to our international client base and providing direction and management for our existing support team. Your responsibilities will include:

• Providing top quality technical support via telephone, e-mail and online in both English and French and ensuring all service level agreements are adhered to
• Providing detailed support ticket analysis and monitoring key metrics to ensure support effectiveness (technical analysis to be provided to management on a weekly basis)
• Providing escalation for complex support tickets (tier 1 - 3)
• Developing custom reports using Report Builder for our client base
• Maintaining our support database and ensure all pertinent information is tracked properly
• Developing technical and user documentation in French and English
• Maintaining, updating and managing our online knowledgebase and user forums
• Writing articles and contributing to our technical bulletins and client newsletters M
• Maintaining outstanding relationships with key accounts

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As a technical support representative for CGS you will be exposed to a diverse array of organizations using our software to meet their specific needs. Those needs range from simple CRM functionality to complete enterprise management solutions. This position is demanding and requires a broad knowledgebase so that you can be effective in any situation that presents itself. You need exceptional problem solving skills and the ability to anticipate potential problems.

Required Skills:

• Must be bilingual (French/English), Spanish beneficial
• 3+ years experience in providing technical support and familiar with technical support tools
• Knowledge of accounting, finance and banking principles
• Advanced skills in SQL and report development (Crystal Reports/Report Builder)
• Experience with scripting languages
• General understanding of LAN/WAN configurations
• General understanding of remote access platforms (Terminal Services/Citrix)
• Knowledge of hardware and software installations and configurations
• Knowledge of accounting software such as Simply Accounting, QuickBooks and Accpac
• Microsoft Productivity (Office) proficiency
• Microsoft operating system (Server/Workstation) proficiency
• Preferred Level of Education: College or University Degree with specialization in technology/software
• Demonstrated ability to work autonomously with little supervision
• Strong Analytical and problem-solving skills to assist our unique client base
• Strong communication and interpersonal skills to add to the team dynamic
• Strong organizational and time management skills

Beneficial Skills:

• Technical writing skills
• Experience in Non-Profit sector and Non-Profit Accounting
• Hardware/Software training including SQL and Crystal Reports
• General knowledge of Microenterprise/Microfinance sector

If this position interests you and matches your skills and experience, please forward your resume in RTF, TXT, HTML, or PDF format to jobs@commongoals.com. We recognize the value of diversity in our workforce, and encourage all qualified candidates to apply. We thank all candidates who choose to apply; however only selected candidates will be contacted for an interview. No telephone calls please.

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