CO Salary Range: USD 20.19 - 22.12 per hour

ESSENTIAL FUNCTIONS

• Customer and technical support specific to our products including maintenance tools, email management, accounting integrations, and user databases
• Assist with urgent and/or high-profile escalations
• Be a major resource for the rest of the team and support them as needed, which can include training and working through issues side by side
• Recognize and investigate trends to locate global issues
• Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer's specific situation
• Document and track all customer issues within the appropriate tracking system
• Act as the next level of support to T1 to try to assist with issues before escalating further
• Follow up with clients and ensure scheduled call backs are made to clients when necessary
• Stay current with product updates, industry trends, system changes and customer support best practices
• Remotely access the client's computers for additional troubleshooting
• Provide a high level of customer support to all clientele at all times
• Other duties as assigned

• BA / BS degree or equivalent work experience preferred
• 1 - 2 years in SaaS technical customer service / support setting
• 1 - 2 years of accounting or industry related experience
• Intermediate accounting skills and experience in a professional setting
• Familiarity SQL and SSMS and the ability to confidently perform CRUD operations on the database
• Familiarity with REST APIs a plus
• Thoroughly understand, reproduce, and solve technical issues
• Intermediate knowledge of and ability to diagnose issues relating to backend system settings
• Ability to support customers via chat, email and phone with strong writing skills and excellent phone etiquette
• Understanding of how to handle escalated cases and customers from the Support team with a high sense of urgency and follow through
• Passionate about continual learning and sharing knowledge with a leadership mentality.
• Excellent troubleshooting skills
• Escalated technical troubleshooting support for customers
• Communicate technical information to non-technical customers
• Comfortable supporting software both remotely and directly
• Strong team player who understands that proactive customer service comes first before anything else
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Ability to work cross functionally with many people without being constrained by your job function
• Collaborative, upbeat work ethic where you can take ownership and have fun
• Excellent written and verbal communication skills
• Demonstrated use of CRM applications