Product Support

VistaVu Solutions is an employee-owned tech company on a high growth curve. We deliver full lifecycle ERP implementations, transformation projects, and responsive support through our partnerships with SAP S/4Hana Cloud, SAP Business One, SAP Business ByDesign, Boomi, and Amazon Web Services to mid-market companies in a broad range of industries primarily within the United States and Canada. Our industry specific expertise, product extensions, and award-winning services help our customers RUN GREAT!

It’s our people that make VistaVu unique and different from other technology solution providers. We are intelligent, caring, driven and committed to the vision. We advocate for our customers and earn their trust by understanding their business, using proven processes to serve their needs, and delivering a high return on investment. Our core values shape our culture, define our character, and guide how to make decisions across every level of our organization.

Our Core Values

• Results: You want to work in a company based on meritocracy where your results determine your trajectory (not time served).
• Trust: When your manager gives you something you use your critical thinking and proactive mindset to find a way to get it done and done well.
• User Experience: You appreciate what good customer experience looks like and are driven to consistently go above and beyond for the customer.
• Embrace Change: You thrive within a dynamic and evolving organization.
• Growth: You are consistently investing into and upgrading your skills and experiences.
• Gratitude: You want to feel appreciated, and you look to say thank you loudly and often to others on the team.

The Opportunity

VistaVu is seeking an experienced support representative to join our Product Team as Product Support. The ideal candidate will provide timely and responsive help when customers have trouble with VistaVu’s products. The Product Support will ensure successful resolutions of all customer issues. This role is essential to maintain positive relationships with VistaVu’s clients and ensure customer satisfaction.

How do you know you are a fit?

• You have good problem-solving abilities.
• You have good listening skills.
• You are proactive and have a strong can-do attitude.
• You enjoy collaboration.
• You are a driven, passionate, and compassionate individual.
• You have strong business acumen.
• You are a self-starter and ambitious.
• You are a team-oriented individual.

What will you be doing?

• Address customer inquiries, concerns, and requests through various channels such as phone, email, and JIRA. Ensure all requests for assistance get logged and centralized into JIRA and respond to initial reach out within 24 hrs to acknowledge receipt.
• Identify and resolve customer questions, issues, or technical problems with appropriate timeliness. Understand when and escalate or coordinate with others to ensure resolution.
• Maintain a thorough understanding of the company's products or services to effectively assist customers and provide relevant information.
• Ensure positive and empathetic communication with customers. Replicate issues and explain solutions over the phone.
• Record customer interactions, transactions, inquiries, and feedback in JIRA and ensure communications on all tickets are up to date.
• Assist customers in using products or services, providing guidance and offering training sessions to help them make the most out of their purchases.
• Identify opportunities to promote additional products or services to customers based on their needs or preferences, thus contributing to revenue generation.
• Gather user experience feedback from customers and relay this information for feature development considerations.
• Provide technical assistance to customers who encounter issues with the company's products or services. This may involve troubleshooting, step-by-step guidance, or coordinating with technical teams.
• Complete time entries and ticket updates daily.
• Stay updated on product or service updates, industry trends, and customer support best practices through training and self-education.

What experience do you need?

• A 2-year post-secondary education focused on Computer Science or related field required.
• A minimum of 3-5 years of SAP Business One experience or experience with SAP Business One add-ons
• Previous experience in customer service, call center agent or support specialist.
• Experience in Supply Chain Product Support is an asset.
• Adept Problem-Solving Skills with critical thinking to provide effective solutions.
• Proven Ability to successfully Multitask.
• Excellent communication skills
• Strong analytical skills essential for evaluating security threats and vulnerabilities, and for conducting detailed risk assessments.

At VistaVu Solutions, we are committed to an inclusive and equitable workforce that values, represents and supports the communities in which we work and live. We welcome people from all backgrounds, ethnicities, cultures, and experiences and are committed to maintaining a respectful work environment that also supports the diverse needs of our employees. We encourage applications from all individuals including those who are Indigenous, members of visible minority groups, of varied abilities, persons of any sexual orientation or gender identity and expression, as well as with any other dimension of diversity.

VistaVu will make reasonable accommodations for qualified applicants who would require accommodation in applying for this role or throughout our hiring process unless undue hardship would result. Any applicant who requires accommodation should contact VistaVu's hiring team at careers@vistavusolutions.com.

The applicant should advise VistaVu what accommodations they need to participate in the process.