Customer Support Specialist
With over 5,000 customers and partners, Intacct is the fastest growing SaaS financial management and accounting offering for companies from small / mid-sized businesses (SMBs) and CPA firms to growing public companies. We are the preferred provider of financial applications for the AICPA (the trade association of the accounting profession) and for the third consecutive year have been on the
AlwaysOn OnDemand 100 Top Private Companies list. This award is given to cloud computing vendors that are disrupting large markets and challenging entrenched players with innovative systems and rapid growth.
With a focus on customer satisfaction, we value the individuality, ingenuity and originality each employee contributes. Intacct's growth provides increasing opportunities and the talent and drive of our employees is a key to our continued success. Intacct looks forward to talking with you about being a part of our success.
Job Description
The Customer Support Specialist will respond to client inquiries regarding the Intacct Saas software solution. The Specialist will need to prioritize and multi-task on a daily basis, while maintaining a high level of confidence and professionalism.
Responsibilities
• Assist clients with accounting related questions when using the Intacct application
• Respond to customer inquiries via live help (Chat), e-mail, and phone
• Listen and understand the customer's needs and provide proactive suggestions as well as answers to improve customers' use and satisfaction
• Daily Case Management, which includes
• Maintaining, updating and prioritizing to meet the published customer SLA's
• Logging cases with accurate information to provide a full record of each issue and resolution
• Escalating cases as appropriate and coordinating problem resolution with appropriate departments
• Contribute to the development of internal knowledge base and customer solution portal
• Communicate new features to customers and stay current on releases
• When applicable, providing 24 X 7 support coverage via a rotating on-call basis
Qualifications
• Bachelor's degree in Business Administration, Accounting, Management Information System or equivalent experience
• Basic accounting knowledge
• Experience working with an Accounting or ERP/Financial software application is a plus
• Experience with ERP/SaaS and CRM software a plus
• Strong analytical and problem solving skills
• Strong organizational skills with the ability to multi-task in a fast paced environment
• The ability to learn quickly and research issues for which you may not have an immediate answer.
• Highly enthusiastic, positive-minded, customer focused, service-orientated
• Excellent English language written and verbal communication skills, including clear speaking voice and good use of grammar
• Proven success in a team environment
• Positive attitude
• Demonstrated understanding of internet technologies including knowledge of web browsers, internet security settings, and common problems associated with both
Please send resumes to jobs@intacct.com or visit our Website at: http://us.intacct.com/about-us/careers
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