Customer Support Tier II

POSITION OVERVIEW  The Customer Support Tier II – Caliber role is responsible for the ongoing technical support of existing customers using our products as well as helping customers get the most out of our industry-leading Accounting platform. This role will be a team resource for questions and critical issues.     The ideal Customer Support Tier II - Caliber candidate will have strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of exceeding customer expectations. This role is the "go-to" role responsible for resolving our customer’s technical issues as you promptly respond via phone, email and / or chat platforms.      ESSENTIAL FUNCTIONS  Provides customer and technical support specific to our accounting platform   Manages multiple software / hardware products in the Accounting and SaaS ecosystem  Mentors Level 1 and 2 representatives as a product expert  Submits technical bug documentation to the appropriate place (Visual Studio Team Services ticket creation)  Performs data lookups for troubleshooting technical issues (including using SQL)  Works closely with partner vendors to resolve complex integration issues  Trains and supports third-party IT specialists to resolve and update software residing on customer’s premises  Collaborates cross-functionally with multiple teams to support the FRONTSTEPS product suite   Addresses client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then evaluating possible resolutions and implementing the best solution to meet the customer’s specific situation   Documents and tracks all customer issues within the appropriate tracking system     Resolves technical issues escalated to the Technical Specialist and coordinate with the development team    Triages, assigns, and escalates new cases to the most appropriate team member  Coordinates with the product team on new releases and hardware changes  Creates training documentation and resources  Stays current with product updates, industry trends, system changes and customer support best practices     Performs other duties as assigned  SKILLS & QUALIFICATIONS  Bachelor’s degree in accounting, business, computer science, information systems, or related field or equivalent experience 6+ years in SaaS technical customer service / support setting preferred  3+ years in SaaS technical customer service / support setting  1 – 2 years of Accounting experience preferred  Thoroughly understand, reproduce, and solve technical issues.

This includes experience with troubleshooting hardware issues on the Windows operating system   Basic SQL proficiency required  Needs to be able to think globally about different interacting systems  Needs to be able to provide creative solutions to problems that need to be resolved without assistance  Needs to be able to diagnose, document and reproduce complex issues  Product expert on Caliber product  Support customers via chat, email and phone with strong writing skills and excellent phone etiquette  Handle escalated cases and customers from the Support team with a high sense of urgency and follow through  Passionate about continual learning and sharing knowledge  Excellent troubleshooting skills, i.e. being able to solve issues remotely  Escalated technical troubleshooting support for customers  Communicate technical information to non-technical customers  Comfortable supporting software and hardware both remotely and directly    Strong team player who understands that proactive customer service comes first before anything else     Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames     Ability to work cross functionally with many people without being constrained by your job function     Collaborative, upbeat work ethic  Excellent written and verbal communication skills     Demonstrated use of CRM applications    Powered by JazzHR