Customer Support Associate - Accounting

Customer Support Associate - Accounting

Provide technical support and troubleshooting to our users via telephone, email, and web-based tools. Advise customers on product functionality, features, and other support related inquiries. Facilitate conflict resolution and/or escalation. Candidate should possess personalized skills, proactive, preventative, and reactive, enterprise class support.

Essential Responsibilities And Duties:

• Supporting clients via email, chat and telephone on our proprietary software products.
• Log details of all support sessions and client challenges in our ticketing system.
• Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve client software challenges.
• Efficiently answer client questions, displaying your superb email, telephone and chat etiquette.
• Recognize opportunities for improving product and client experience based on the feedback you receive and escalate any issues to management appropriately.

Qualifications:

• Knowledge of accounting principles required
• 0-2 years of experience in Customer Support is preferred.
• Experience with Salesforce, Zendesk, Intercom or a similar ticketing system preferred.

Knowledge/Skills/Abilities:

• Customer Centric (Relationship Building) – A passion for customers and a desire to deliver an experience that is personalized to each customer's needs. Demonstrates empathy for the customer and seeks to understand their issues or questions and quickly reaches a solution.
• Attention to Detail – Delivers a quality customer experience through active listening to quickly identify the issue and resolve.
• Critical Thinker – Processing and organizing facts, data, and other information to identify a problem and develop effective solutions for our clients.
• Excellent Communication Skills (Written & Verbal) – Good interpersonal communication and customer service skills are needed to work successfully with customers, and cross functional teams to support our clients. Comfortable with supporting C-suite clients.
• Client Retention – Analyze client behavior, gather information about client concerns, and build positive relations with client and business associates.
• Meet quality assurance requirements and other key performance metrics.

Bonus Skills:

• Salesforce CRM familiarity
• Chat support experience
• JIRA ticketing system familiarity
• Real Estate Multiple listing services familiarity
• Proficient with Microsoft Office Suite or related software

Why Join Us?

• Competitive salary with night differential
• Pioneer Team
• Career growth and development
• Hybrid set up