Associate Support Specialist – Accounting, Payments

Role Overview

• Interact directly with core users (school administrators) via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism
• Provide exceptional end-user (payer) support via inbound and outbound phone calls, emails, and a ticketing system, consistently demonstrating patience and empathy
• Manage and prioritize multiple open cases in multiple support channels simultaneously
• Evaluate the nature of each interaction and determine the appropriate action to resolve the issue
• Analyze issues, replicating, researching, and resolving technical problems and questions and guiding customers to our knowledgebase solutions whenever possible
• Provide prompt and accurate responses to customers, tracking cases through resolution within company SLA guidelines
• Perform specific, limited operations within partner school databases, adhering to established security practices and guidelines, and understanding the impact to the school’s accounting operations
• Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support
• Communicate with school business offices to escalate non-technical and/or operational issues that cannot be resolved without their intervention
• Assist with identifying and logging system bugs and enhancements
• Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology

Requirements

• 1-2 years of customer support experience in a school business office or in customer support within the software industry, with one year of direct end-user support experience preferred
• Prior knowledge and experience with accounting, online payment processing, and/or banking industry in Australia
• Must be comfortable speaking on the phone (or via meeting app) directly with end-users, demonstrating patience and empathy in each interaction
• Fluency in English with excellent verbal and written communication skills
• Ability to multi-task, continually reprioritize work, and work under various constraints
• Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical users
• Passionate about learning new software; able to use fundamental accounting principles to build, retain, and apply knowledge of the business modules software
• Demonstrated problem-solving skills; able to analyze customer requests and provide timely resolutions
• Highly motivated with the ability to work both independently and collaboratively as a member of a team
• Friendly with a positive attitude and a desire to contribute to a positive community culture

Benefits

• The best tools to get the job done!
• Growth opportunities!
• Work/life balance
• Parental leave policy
• Flexibility
• Make a difference
• Snacks, drinks & coffee
• Culture