MIP Associate Support Analyst

Momentive

1d•Remote

About The Position

Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. DUTIES & RESPONSIBILITIES: 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 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 or aptitude to learn 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. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Experience: High school diploma or its equivalent 2-year degree in Accounting or 2 years Accounting work experience preferred 1-2 years of customer service experience required MIP Accounting experience required Computer/Technical: 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 Other Skills: 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 #LI-NR1 #momentivesoftware About Us Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com. Why Work Here? At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here. Medical, Dental & Vision Benefits 401(k) Savings Plan with Company Match Flexible Planned Paid Time Off Generous Sick Leave Inclusive & Welcoming Environment Purpose-Driven Culture Work-Life Balance Commitment to Community Involvement Employer-Paid Parental Leave Employer-Paid Short-Term Disability Remote Work Flexibility Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire. Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

Requirements

High school diploma or its equivalent
2-year degree in Accounting or 2 years Accounting work experience preferred
1-2 years of customer service experience required
MIP Accounting experience required
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

Responsibilities

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
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 or aptitude to learn 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.