DUTIES & RESPONSIBILITIES:  

• Provide timely responses to customer service inquiries via product ticket system  

• Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat) 

• Collaborate with team members to provide resolutions to customer inquiries  

• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes  

• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue  

• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores  

• Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software 

• Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues 

• Understanding or aptitude to learn how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.  

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:  

Qualifications:

• High school diploma or its equivalent 

• 2-year degree in Accounting or 2 years Accounting work experience preferred 

• 1-2 years of customer service experience required 

• Amenable to work on permanent graveyard schedule and hybrid work setup

Computer/Technical:   

• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook  

• Demonstrate ability to learn and understand basic office software applications  

• Comfortable with technology 

• Ability to use problem solving skills to interpret basic application errors and assist with a solution 

Other Skills:   

• Strong organizational skills 

• Excellent verbal and written communication skills for voice call and chat support

• Telephone skills/etiquette; call screening  

• Ability to prioritize work and handle multiple tasks  

• Excellent time management skills  

• Attention to detail  

• Ability to learn new technologies   

• Computer and Internet Savvy

Please refer to job description.