Customer Support Analyst

Binary Stream Software - ERP Solutions

Customer Support Analyst resolving client issues with Binary Stream's software. Collaborating with teams to enhance customer satisfaction in financial ERP space.

Posted 6/17/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$61,200 - CA$73,400 per yearWebsite

Tech Stack

Tools & technologies

ERPSDLCSQL

About the role

Key responsibilities & impact

Solve issues encountered by customers engaged in implementing and using Binary Stream products.
Obtain and record all information needed to replicate issues encountered by customers within their working environment.
Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues.
Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team.
Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers.
Monitor the portal access support queue and respond to customer inquiries as needed.
Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope.
Help the Professional Services team in performing product installations and replicating or reporting issues as necessary.
Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current.
Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary.
Involve the appropriate Development team member in resolving customer-reported issues related to software defects.
Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others.
Write internal and external knowledge base articles to share tips and best practices with team members and customers.
Provide guidance, coaching, and support to other staff engaging in Customer Support activities.
Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time.
Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management.
Be prepared to work outside of normal office hours when necessary.

Requirements

What you’ll need

Working knowledge of the Software Development Life Cycle (SDLC)
Hands-on database query and reporting skills using SQL
Experience with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedure, and SQL Server reporting services
Experience with programming and debugging in a programming language
3+ years’ experience delivering customer software support, preferably in the financial ERP space
University degree in computer science or finance-related field
Bonus Points If You Have
Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations
Accounting experience
Software development experience.

Benefits

Comp & perks

3 weeks of paid vacation
Extended health and dental benefits
Health and personal spending accounts
Professional development funds
RRSP program and stock options
Annual performance bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLSQL ServerSQL Server Management Studiostored proceduresSQL Server reporting servicesprogrammingdebuggingSoftware Development Life Cycle (SDLC)database querysoftware performance analysis

Soft Skills

customer supportcommunicationcoachingproblem-solvingteam collaborationadministrative skillscontinuous improvementknowledge sharingguidanceresponsiveness