MIP Associate Support Analyst-4

Momentive

9d•Remote

About The Position

Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. This position requires a solid understanding of general ledger accounting fundamentals.

Requirements

High school diploma or its equivalent
2 years of customer service experience required
Experience using MIP Accounting
Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Demonstrate ability to learn and understand basic office software applications
Comfortable with technology
Ability to use problem solving skills to interpret basic application errors and assist with a solution
Strong organizational skills
Excellent verbal and written communication skills voice and chat
Telephone skills/etiquette; call screening
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Attention to detail
Ability to learn new technologies

Nice To Haves

2-year degree in Accounting or 2 years Accounting work experience preferred

Responsibilities

Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues
Understanding of how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.
Provide timely responses to customer service inquiries via product ticket system
Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat)
Collaborate with team members to provide resolutions to customer inquiries
Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
Identify recurring service requests found in your support specialty 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
Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
Other duties as assigned.