Software Support Associate 12-8 pm Shift

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  • Supporting clients via email, chat and telephone on our proprietary accounting products
  • Troubleshooting and testing to diagnose and resolve client requests
  • Log details of all support sessions and client challenges in our ticketing system

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Confer with customers to identify problems, replicate them, and troubleshoot for root cause.
  • Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps.
  • Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems.
  • Rely on your superior interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges
  • Efficiently answer client questions, displaying your command of the English language and superb email and telephone etiquette
  • Recognize opportunities for improving product and client experience based on the feedback you receive

QUALIFICATIONS:

  • Exposure to Accounting practices is required (coursework, bookkeeping, etc)
  • 0-2 years’ experience in Customer Support is preferred but not required
  • Experience with Salesforce or a similar ticketing system preferred
  • Post graduate education is preferred but not required