Job Posting: Software Technical Support Analyst

Company: Fernandez Young LLP

Location: Downtown Vancouver, BC

About Us:
Fernandez Young has been a trusted provider of Professional Accounting and Advisory services for over 35 years. Situated in the heart of downtown Vancouver, we are fully immersed in the dynamic business landscape, serving as local partners to businesses across various sectors. Committed to adapting to the evolving needs of both local and international markets, we pride ourselves on being more than just accountants - we are trusted advisors dedicated to understanding the intricacies of our community and the global market.

Position Overview:
We are currently seeking a Software Technical Support Analyst to join our team. In this role, you will be responsible for providing technical support to computer users, diagnosing and resolving technical issues, and offering guidance and training to users. The ideal candidate will have a background in computer science, computer programming, or network administration, along with prior experience in a similar role.

Duties and Responsibilities:
Guide and support clients in troubleshooting and implementing various features of our software analytical tools, ensuring smooth navigation and utilization.
Engage with internal and external users through electronic communication face-to face and remote sessions to accurately assess and document encountered issues, providing prompt assistance.
Utilize user guides, technical manuals, and online resources to research and execute effective solutions, leveraging Microsoft tools and Canadian accounting software expertise.
Methodically replicate, diagnose, and resolve technical challenges reported by users, ensuring seamless functionality and optimal performance.
Deliver comprehensive advice and remote training sessions to users to address identified difficulties, fostering efficient software utilization.
Provide adept remote support for business systems, networks, and internet connectivity issues, leveraging knowledge of Microsoft tools and Canadian accounting software integrations.
Maintain a detailed log of reported problems and corresponding solutions using our internal tracking systems, facilitating knowledge sharing and future reference.
Collaborate with cross-functional teams in the enhancement and redesign of applications and software to improve functionality and user experience, leveraging insights from user interactions.
Demonstrate potential to supervise and mentor other technical support personnel within the team, fostering a collaborative and supportive work environment focused on continuous improvement.

Requirements:
Technical Proficiency: Strong understanding and proficiency in Microsoft tools such as Excel, Word, and Outlook, as well as familiarity with Canadian accounting software (e.g., QuickBooks, Sage, XERO). Experience with remote access tools and troubleshooting software applications is essential.
Accounting Knowledge: A background or experience in accounting principles and practices is highly desirable. Understanding accounting terminology, processes, and workflows will facilitate effective communication with clients and internal teams.
Customer Service Skills: Excellent interpersonal and communication skills are crucial for engaging with clients and providing support effectively, both remotely and in person. Patience, empathy, and the ability to explain technical concepts clearly to non-technical users are essential.
Problem-Solving Abilities: Strong analytical and problem-solving skills are necessary to diagnose and resolve technical issues efficiently. The ability to methodically replicate and troubleshoot software problems, using available resources effectively, is key.
Remote Support Experience: Experience in providing remote technical support to clients or users is valuable, as the role involves assisting users through electronic communication channels and remote access tools.
Documentation Skills: Proficiency in documenting technical issues, solutions, and user interactions is important for maintaining detailed logs and facilitating knowledge sharing within the team.
Collaborative Attitude: A collaborative mindset and the ability to work effectively in cross-functional teams are essential for collaborating on software enhancements and providing input for product improvements based on user feedback.
Leadership Potential: Demonstrated potential for leadership and mentorship within the technical support team is advantageous, as the role may involve supervising and mentoring junior team members in the future.
Continuous Learning: Given the dynamic nature of technology and accounting practices, a commitment to continuous learning and staying updated with the latest software developments and industry trends is essential for success in the role.
Overall, a combination of technical expertise, accounting knowledge, strong communication skills, problem-solving abilities, and a customer-centric approach is crucial for excelling in the role of a technical support analyst in a Canadian accounting firm.
3+ year experience in a similar role is preferred.

Working Hours: 40 hours per week
Salary: $60,000 annually
Benefits:
Dental plan
Disability benefits
Health care plan
Group insurance benefits

How to Apply:
Please submit your resume and cover letter outlining your qualifications and relevant experience to (link removed) thank all applicants for their interest in Fernandez Young LLP, however, only those selected for an interview will be contacted.