Utility Billing Customer Support Specialist (Tier 1)

Black Mountain Software has deep roots in small-town America, from our founding in rural Montana to the local governments we now serve across the U.S. With industry-leading government accounting software and the highest quality support, we've become a valued partner to hundreds of clients whose organizations look a lot like yours. We're proud of our strong track record and are committed to another 30+ years of innovation and service leadership. Today, we're over 50 team members strong and provide 30 integrated applications purpose-built for busy municipalities, counties, special districts, and schools.

About the role

Enjoy helping others advance their knowledge and skills? When our local government customers have accounting and utility billing software questions, they rely on our renowned support team for assistance. We help quickly, professionally, and as awesomely as possible. We are seeking candidates with experience and/or education related to being a Customer Support Specialist. Knowledge of local government accounting functions such as accounts payable/receivables, billing, payroll, and financial reporting is a plus.

Responsibilities

• Provide support to our local government (city, school, county, utility) clients by analyzing problems, providing instructions, and resolutions to those problems
• Navigate communication over email and phone channels to quickly answer questions and resolve both technical and non-technical problems
• Diffuse tense situations and put customers at ease
• Lead conversations with our clients about the solutions our ERP tools offer
• Leverage critical thinking skills to implement out of the box solutions and solve customer tickets
• Strive for one-call resolution, following up with customers as needed on outstanding support tickets to bring tickets to close and ensure client requests are responded to
• Take customer support calls during scheduled call shift
• Direct clients to online training and job aid resources when applicable
• Update client tickets and notes within ticketing system
• Maintain high customer satisfaction and quality scores as outlined by management

Requirements

• A passion for technology. Not only using it in your day-to-day life, but understanding how it impacts businesses, and specifically, small to medium local governments
• Solid office computer skills using Microsoft Word, Excel, Outlook, Windows, etc.
• You're a multi-tasker. We are a fast-paced software company that iterates quickly to ensure that our clients are successful
• Excellent problem solving and/or critical thinking skills
• Good people skills: especially being friendly, professional, collaborative, and careful listening
• Exceptional organizational skills that allow you to work under strict deadlines and quickly prioritize tasks
• Impeccable attention to detail, particularly with written and oral communications

Qualifications

• Minimum 1 year experience providing customer service or technical support for a tech product via phone, email and/or chat
• Experience working in an email ticketing system such as Zendesk, Freshdesk, Intercom, etc.
• Knowledge and experience with processes used in business or local government to manage accounting and utility billing functions such as accounts payable/receivable, billing, payroll, budgeting and financial reporting

Pay

Salary, dependent on qualifications, is $38k to $55k.

Schedule

This is a full-time, remote work from home position. Our standard support hours are from 7am – 5:30pm MT. This position entails working an 8-hour shift (excluding lunch) within that time period, Monday through Friday.

Benefits

• Paid Time Off
• 401(k) options
• Health insurance with health savings account or flex plan
• Life insurance
• Personal Leave
• Costco membership
• Internet stipend
• Studio Sweat on Demand membership
• Calm subscription