Job description:
Catapult is a professional services firm specializing in helping customers transform the way they do business with industry-leading software from Microsoft. Specializing in the domains of ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management), Catapult supports midsized business in achieving their best performance possible with our proven Customer Success Framework.
We are looking for a full-time and permanent Software Technical Support Analyst to assist with our growing business.
Salary: C$39.00 per hour (40hrs/week) with 4% paid vacation.Overtime will be calculated after 40hrs.
Benefits: Private healthcare and dental.
Work location: Suite 1240 - 605 Robson St, Vancouver, British Columbia V6B 5J3 (Remote access)
Language of work: English
Number of positions: 1
Job requirement:
- Bachelor’s degree in Computer Science, Application Development or a related field (or equivalent experience).
- In-depth knowledge of Microsoft Dynamics 365, configurations, and integrations, or business operations specifically accounting offices.
- Microsoft certifications related to Microsoft D365 and D365 CE Development, Solution Architecture is an asset.
- Previous experience is an asset.
Responsibilities:
- Triage and manage customer support requests, ensuring timely and exceptional technical support for internal teams and clients using D365 CE.
- Diagnose and resolve issues related to Customer Engagement, Power Platform functionalities, configurations, integrations, and broader business systems, network, and Internet support.
- Communicate electronically and in person with computer users experiencing difficulties to determine, document, and resolve technical problems.
- Consult user guides, technical manuals, and other documents to research and implement solutions, reproducing and diagnosing technical problems encountered by users.
- Provide advice, training, and support to users regarding business systems, networks, and Internet-related issues.
- Collaborate with clients to understand their business processes, identify pain points, and suggest improvements or workarounds.
- Document and track development specifications and resolutions comprehensively and accurately, maintaining a log for other technical support analysts.
- Collaborate with internal teams, including consultants and project managers, to resolve complex issues and develop new capabilities.
- Coordinate with third-party vendors, such as software developers and system integrators, to troubleshoot and resolve integration issues.
- Stay updated with the latest releases, updates, and features of Microsoft D365 Business Central, D365 CE, and related technologies.
- Continuously improve technical support processes, documentation, and the knowledge base to enhance efficiency.
- Provide input and feedback to the product development team regarding customer requirements, enhancement requests, and bug reports.
- Participate in the redesign of applications and other software.
- Supervise other technical support workers within the team, as necessary.
- Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.
Other: Underrepresented groups such as aboriginals, newcomers, youth, etc. are welcome to apply. Also, candidates legally entitled to work in Canada can apply.
Interested and eligible candidates may apply by email: catapulterpservicesinc@gmail.com
