Accounting Software Customer Support Associate

Summary

Join our team and help make real estate transactions simpler by providing technical support and troubleshooting to users via various channels. As a customer support specialist, you'll advise customers on product functionality, facilitate conflict resolution, and possess personalized skills for enterprise-class support.

Requirements

• 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

Responsibilities

• Supporting clients via email, chat and telephone on our accounting 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

Preferred Qualifications

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

Benefits

• Knowledge/Skills/Abilities: Customer Centric (Relationship Building)
• Knowledge/Skills/Abilities: Attention to Detail
• Knowledge/Skills/Abilities: Critical Thinker
• Knowledge/Skills/Abilities: Excellent Communication Skills (Written & Verbal)
• Knowledge/Skills/Abilities: Client Retention