YourMembership.com is a SaaS company that has built its reputation on outstanding customer service and is looking for a dynamic and energetic individual to join our team as a Senior Accounting Support Specialist. This expert level position will be the primary point of contact for product assistance to the administrators of our membership management software and an integral part of our organization’s mission to provide top-level support to our customers. Senior Accounting Support Specialists use Excel, Word, Outlook, Helpdesk, Web-browser, GoToMeeting, QuickBooks and Task Management software to fulfill their job responsibilities. This position has no management job responsibilities.
This position is right for you if:
• You are a customer champion! You develop and nurture an intimate knowledge of the customer’s business processes and correlate business critical tasks into specific product use cases • You design and educate best practices and also take responsibility to drive product innovation to meet customer needs • You know QuickBooks cold and have extensive experience in not only set-up but most importantly in diagnosis of issues with reconciliation • You see beauty in numbers and breathe Excel. You love solving problems and intricate puzzles. You are an analyst and accountant in mind, a teacher at heart, and driven to provide world class customer service
Job Responsibilities:
• Handle between 5-10 service requests daily via helpdesk software to provide timely responses to customers and ensure team keeps pace with incoming service request volume • Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution • Articulate customers accounting requirements to identify specific gaps in product functionality • Provide customer feedback to management through regular team meetings to ensure the company keeps a pulse on customer needs for decision making purposes • Identify recurring service requests found in Accounting and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
Job Requirements:
• Possess a Bachelor’s degree in Accounting • 5+ recent years of Accounting experience required to include complex reporting and financial statement reconciliation • Hands-on small business Accounting experience required • Technical Writing experience is a plus • Experience with QuickBooks or other popular small business accounting software • Excellent communication skills both written and verbal • Ability to test, troubleshoot and solve complex problems • Skilled using Microsoft Office software and Web-browsers • Excellent customer service skills • Have a strong work ethic and self-motivated • Ability to communicate complex technical details to a non-technical audience • Must be able to quickly assess issues and react to changing circumstances and new information • Excellent judgment, negotiation, and decision-making skills • Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment
