Customer Support Specialist
Intacct makes small and midsized businesses (SMBs) and CPA firms more productive and improves company performance by providing award winning cloud computing financial management and accounting applications. We are the preferred provider of financial applications for AICPA (the trade association of the accounting profession) and focus only on one thing – delivering the most comprehensive cloud financial management system to SMB companies and CPA firms with over 5,000 companies. As the fastest growing leader in this space with a strong focus on customer satisfaction, we value the individuality, ingenuity and originality each employee contributes. The talent and drive of our employees is a key to our continued success.
Recognized once again in 2012 as a "Bay Area Top Workplace," Intacct is seeking top talent, motivated to help businesses and CPA firms achieve their business goals. Intacct's growth provides increasing opportunity for our employees in a collaborative environment. Intacct looks forward to talking with you about being a part of our success.
"Intacct is committed to building a company of distinction and providing an outstanding workplace where our culture allows employees to flourish. We know that Intacct's success and rapid growth are a direct reflection of the contributions our employees make. We are honored to be recognized again as one of the Top Workplaces in the Bay Area, especially when the distinction is based on the direct feedback of our employees."
- Robert Reid, President & CEO
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. The Specialist must be able to work on complex problems, while balancing a large workload in a fast paced environment. The Specialist will work closely with the Quality Assurance, Product Management and Engineering groups.
Job Responsibilities:
• Assist clients with accounting related questions when using the Intacct application
• Respond to customer inquiries via live help (Chat), online customer portal, 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
• Logging and tracking escalations to Engineering within Ticketmaster
• 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 on a rotating basis
• May require working off standard hours due to manager requests, or system down calls to ensure timely support.
Job Requirements:
• 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 apply at: http://us.intacct.com/about-us/careers
Linkedin Careers Page: www.linkedin.com/company/intacct-corporation/careers
Like Intacct Careers on Facebook: https://www.facebook.com/IntacctCareers
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