1-800 Accountant Application Support Specialist in New York, New York
The role of Technical Support is to communicate and advise internal users and external customers with regards to 1-800Accountant proprietary software (mobile and web). You must have an understanding of business processes around SaaS products and have an affinity for our tax and accounting subject matter.
The role will be collaborating with the Product, Sales, Billing, and Fulfillment teams. The role requires a professional, friendly and effective manner at all times.
Technical Support resolves any technical or data issues in the software application, communicates with other teams and customers to provide appropriate information, and implements identified solutions.
Core Duties & Responsibilities would include:
Troubleshooting customer support requests related, but not limited to bank feed issues, product inquiries, product feedback, etc.
Respond to the customer by email and/or phone within our targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue.
Maintain a high quality of written communication in an agreed style and format.
Application of technical knowledge and experience to support and assist with ticket resolution
Where necessary, consult with other teams for their input in diagnosing and providing the customer with a resolution to the issue
Where necessary, engage with third-party software vendors to ensure issues are being worked on and resolved
Where appropriate, escalating feedback received from customers to ensure continuous improvement of the software application.
Collaborate with Data Analyst on reporting relaying support tickets
Contribute to departmental initiatives and identification of opportunities for process improvement
Analyzing and looking through application logs to help resolve product bugs/issues
Improve and document the technical processes around application support
Bachelor?s degree or equivalent work experience preferred
3+ years of experience in the financial services or related industry with a client service background
Must be highly organized, possess strong attention to detail and demonstrate the ability to work under pressure
Ability to analyze information and make sound recommendations
Ability to adjust to changing priorities
Must demonstrate professionalism and diplomacy and be able to work with a variety of personalities
Ability to communicate with others in a concise, productive and professional manner - both verbally and in writing
Demonstrated ability dealing with escalated customer issues
Strong information-gathering and troubleshooting skills
Proficient with Microsoft, Excel and Google Suite
Website debugging experience preferred
Led by our CEO, who was voted one of the country's 50 best CEO's in the United States by Glassdoor, 1-800Accountant is the country's largest virtual accounting firm serving over 40,000 clients.
1-800Accountant is changing the way business owners think about accessing accounting services. Our team-based model allows our members to utilize unlimited advisory services with well seasoned Enrolled Agents and CPAs across the country. From entity selection to individual and business returns our clients are guided by top professionals and receive hands-on service.
Located in Midtown Manhattan, our staff is a diverse team of seasoned and growing career accountants.