Senior Support Technician

As a Senior Support Technician at Sylogist, your primary responsibilities include providing expert technical support to customers, troubleshooting issues particularly related to Microsoft Business Central, and utilizing your accounting knowledge to assist clients with financial modules. You'll also be responsible for documenting bugs, collaborating with cross-functional teams, and ensuring a high level of customer satisfaction through effective communication.

To qualify for the Senior Support Technician position at Sylogist, candidates should have at least 2 years of technical support experience, specifically with Microsoft Business Central and a strong background in accounting. Familiarity with ERP systems, excellent problem-solving skills, and the ability to work independently and collaboratively are also essential.

At Sylogist, maintaining a high customer satisfaction score is critical for Senior Support Technicians. This role requires achieving a customer satisfaction score of 95% or higher and promptly following up on support ticket resolutions. Effective communication, detailed documentation, and a proactive approach to addressing common issues also contribute significantly to customer satisfaction.

Senior Support Technicians at Sylogist use various tools including Zendesk for ticket management and communication with clients, remote troubleshooting tools for providing assistance, and other internal platforms for tracking and improving support processes. Familiarity with these tools is beneficial for efficiently resolving customer issues.

Sylogist is committed to the professional development of its employees. As a Senior Support Technician, you will have opportunities to work on cross-functional projects, gain deeper insights into software development, and enhance your skill set through training. The company's inclusive culture promotes advancement and personal growth, making it an excellent place to build your career.

When answering this question, be specific about your familiarity with Microsoft Business Central, particularly the finance-related modules. Share examples of how you have used it in previous roles, including troubleshooting specific issues and assisting clients in using its functionalities effectively.

To effectively prioritize support tickets, describe your process of assessing urgency based on the impact on customers and adherence to SLA timelines. Highlight your method for managing workflows to ensure timely resolutions, and any tools you use to track this information.

Discuss your commitment to communication, setting clear expectations, and providing timely updates on ticket status. You may also mention your ability to actively listen to customer concerns and provide thorough solutions while documenting follow-up actions.

It’s crucial to stay calm and be honest. Emphasize your approach of telling the customer that you’ll find the answer and reassure them with a timeframe in which they can expect a follow-up. Sharing how you would research or consult with team members to ensure accurate information might further strengthen your answer.

Prepare a specific case study where you encountered a complex issue, detailing the steps you took to troubleshoot and resolve it. Highlight your analytical skills and determination, and what you learned from that experience.

Teamwork is vital in customer support, especially at Sylogist, as you work with various teams such as product development and implementation. Discuss the importance of communication and collaboration in delivering a unified customer experience and troubleshooting effectively.

You should express your commitment to continual learning. Describe how you engage with training materials, attend webinars, and participate in team meetings to ensure you stay updated on all system features and enhancements.

Mention key performance indicators such as Customer Satisfaction score (CSAT), Service Level Agreements (SLA) adherence, and First Response Time. Explain how these metrics help gauge your effectiveness and improve client support.

Explain your process for thorough documentation, including capturing all necessary details such as customer communications, error messages, steps taken to troubleshoot, and the final resolution. Highlight how this documentation helps improve future support.

Your answer should reflect your alignment with Sylogist’s mission to empower good through technology. Share your interest in their customer-centric approach and how you’re excited about the chance to contribute your technical support skills to their innovative solutions.