Customer Support Representative, Software

Responsibilities

• Respond promptly and accurately to inbound customer inquiries via phone, email, and chat regarding accounting software questions, account access, billing, order entry, and product functionality
• Deliver friendly, professional, and proactive customer support while managing multiple requests efficiently
• Provide clear guidance and recommendations for both new and existing products
• Research, troubleshoot, and resolve customer issues using available tools while meeting performance and call metrics
• Resolve inquiries whenever possible before escalating to advanced support teams
• Record and update detailed tracking and customer inquiry notes in appropriate systems during or immediately following interactions
• Aid in maintaining and updating technical support documentation, including user manuals

Qualifications

• Associate’s degree in Accounting or a related field
• Minimum of 2 years of customer service or call center experience, preferably in a software-based environment
• Basic understanding of accounting concepts such as invoices, payments, credits, debits, general ledger, payroll, and accounts payable/receivable
• Experience supporting accounting software platforms is a plus
• Experience using helpdesk ticketing systems and knowledge base tools
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong ability to multitask in a fast-paced, professional environment
• Enthusiasm for helping customers and solving problems
• Ability to stay calm, focused, and positive when handling challenging customers or complex issues

Benefits

• Medical and Dental coverage, available on day one of employment
• Flexible Spending Account (FSA) programs
• Quarterly wellness rewards program
• Free access to UnityPoint Health Employee Assistance Program
• 401(k) with company match
• Coleman Life Voluntary Benefits
• Paid holidays, floating holidays, and paid time off (PTO)
• Tuition assistance program