Accounting Support Rep II

CentralSquare Technologies • ,

4d

About The Position

Provides second-tier technical support to CentralSquare customers through phone, web, and/or email communications. Works with customers to diagnose problems and resolve questions, including issues involving accounting functions, and escalates complex issues to technical experts or managerial staff. The role works primarily under supervision and follows established procedures and guidelines.

Responsibilities

• Provide internal and external user support for technical application issues, using a solid understanding of accounting functions.
• Collaborate with support colleagues and other internal organizations to provide superior customer service.
• Maintain regular communication with customers about the status of their requests.
• Advocate for customers on high-priority issues by working toward timely resolution and capturing feedback to influence process and product improvements.
• Use the Knowledge Base (KB) to resolve cases in a timely manner.
• Help ensure Knowledge Base content is correct by providing updates and feedback.
• Create internal content for the Knowledge Base.
• Anticipate customer needs and address concerns related to their issue or its resolution.
• Handle difficult customer interactions and challenging problems with limited supervisory intervention.
• Maintain poise and professionalism with demanding customers.
• Handle escalated calls and issues of increasing complexity.
• Develop strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.
• Follow established procedures and guidelines while working primarily under supervision.
• Perform other duties as assigned.

Benefits

• Tuition reimbursement
• Parental leave
• Paid volunteer hours
• Unlimited PTO
• Competitive compensation
• Flexible work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed