Accounting Support Rep II

CentralSquare; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

CentralSquare Technologies in the United States is seeking an Accounting Support Rep II to join our public sector software team. You will provide second-tier technical support for accounting-related issues, collaborate with product and engineering, and help customers resolve complex questions via phone, web, or email.

The role requires a Bachelor's in Business or Accounting and 4+ years in software support or related roles.

Qualifications

• Bachelor’s degree in Business Administration, Accounting or Finance, or equivalent experience.
• 4+ years’ experience in a software support or related role.
• Excellent organizational and time-management skills.
• Strong communication and ability to interface with all levels of the organization.
• Ability to work independently as well as in a team.

Responsibilities

• Provide secondary user support for accounting-related application issues.
• Collaborate with internal teams to deliver superior customer service.
• Maintain regular communication with customers on request status.
• Troubleshoot complex issues and escalate when needed.
• Contribute to Knowledge Base updates and internal content.
• Identify system defects and relay feedback for improvements.
• Develop professional relationships with cross-functional teams.

Skills

Strong communication

Time management

Independent worker

Team collaboration

Interpersonal skills

Education

Bachelor's in Business/Accounting

Job description

Accounting Support Rep II

United States

About CentralSquare Technologies

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations - from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact.

Job Description

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it! Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely. Second-tier technical support directly to CentralSquare’s customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. In addition, escalates complex issues to appropriate technical experts or managerial staff.

Job Duties Include:

• Provide internal and external user support for application issues of a technical nature with a solid understanding of accounting functions.
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Use Knowledge Base (KB) to solve Cases in a timely manner
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
• Create internal content to be used in our Knowledge Base (KB)
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Effectively handle difficult customer interactions and challenging customer problems with limited need for supervisory intervention
• Maintains poise and professionalism even with very difficult and demanding customers.
• Handle escalated calls/issues of increasing complexity.
• Develop strong working relationships with cross-functional teams within the company.
• Work with customers to identify reported system defects.
• Works primarily under supervision and follows established procedures and guidelines.
• All other duties as assigned.

Skills & Requirements

• Bachelors in Business Administration, Accounting, FInance or equivalent relevant experience required.
• 4+ years’ experience in a software support or other related position;
• Excellent organizational and time management skills with the ability to prioritize.
• Strong communication skills with capability of interfacing with all level of organization
• Strong internal motivation. Must have the ability to work independently but also contribute as part of a cohesive team.
• Industry knowledge of finance/accounting functions required.