Remote SaaS Support Analyst - Accounting & Payments

Tier4 Group; Town of Texas (WI); On-site; USD 28,000 - 34,000; Full time

Job summary

Tier4 Group is hiring an Application Support Analyst to join a growing software organization focused on accounting, payments, and AI-powered business solutions. This role is remote (EST or CST candidates only) and contract-to-hire, offering $20-$25 per hour W2.

You will be a frontline support resource, troubleshoot and resolve issues, reproduce problems, document findings, and help customers with accounting and payment workflows.

Qualifications

• 2+ years of Application Support, Software Support, SaaS Support, Product Support, or Technical Support experience.
• Proven experience troubleshooting software issues and performing root cause analysis.
• Experience supporting external customers in a software or SaaS environment.
• Ability to investigate issues independently and find solutions when documentation is limited.

Responsibilities

• Serve as a frontline support resource for customers using a cloud-based SaaS platform.
• Investigate, troubleshoot, and resolve application-related issues.
• Reproduce customer-reported problems and identify root causes.
• Handle a high volume of support requests while maintaining excellent customer service.
• Communicate clearly and professionally with customers via phone, email, and ticketing platforms.
• Escalate product defects and complex issues when appropriate.
• Document findings, resolutions, and recurring issues.
• Create and maintain knowledge base articles and user documentation.
• Assist customers with accounting, payment, and banking-related workflows within the software.
• Partner with internal teams to improve the customer experience and drive issue resolution.

Skills

Analytical thinking

Customer service mindset

Troubleshooting

Prioritization

Communication skills

Tools

Salesforce

Intercom

Zendesk

Job description

Tier4 Group is hiring an Application Support Analyst to join a growing software organization focused on accounting, payments, and AI-powered business solutions. This role is remote (EST or CST candidates only) and contract-to-hire, offering $20-$25 per hour W2.

You will be a frontline support resource, troubleshoot and resolve issues, reproduce problems, document findings, and help customers with accounting and payment workflows.