Accounting Software Support Specialist

Hazleton, PA posted on January 15

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Accounting Software Support Specialist
Pro-Tek Consulting Company
Hazleton, PA

The Accounting Software Support Specialist provides high-quality customer support over the phone to our financial accounting, practice management applications, and templates end users. You will take ownership of customer issues throughout its life cycle, until a timely resolution is provided. Duties also include minor testing of software, providing feedback and performing other related projects as they arise.

Your Mission:

-To provide 1st class Accounting Software Support service to each and every customer.
-Deliver effective, efficient, and complete resolutions consistently with professionalism and care.
-Radiate team values and champion continuous learning initiatives.

Duties and Responsibilities:

-To understand Accounting software applications and to troubleshoot issues/problems reported by the end users.
-Effectively work in an inbound call queue and manage high volume of calls and emails.
-Provide guidance in the use of the software application (i.e. installation, various functionalities and /or features).
-Analyze client firm workflow and processes to apply Pro-Tek products along with accounting knowledge in order to troubleshoot issues/problems reported by end users.
-Maintain and update records of procedures and processes.
-Maintains client confidence and protects operations by keeping information confidential.
-Effectively and efficiently track issues using the internal ticket system
Perform minor testing of software, providing feedback and performing other related projects as they arise.
-Maintains historical records by documenting hardware and software changes and revisions.


Your Skills and Abilities:

-You have a good understanding of accounting, assurance & tax principles.
-Achievement & resolution oriented with a strong commitment to providing an exceptional customer service experience.
-You are able to analyze data, utilize problem solving/trouble shooting-skills, and provide the best possible solutions.
-Strong Independent learner.
-You are committed to continuous improvement and can demonstrate your ability as an independent learner within Pro-Tek.
-You are able to maintain a high level of performance under the pressure of time restraints and a fast paced, changing environment.
-You have excellent English communication skills (both verbal and written), French an asset.
-Accurate and efficient keyboarding and data entry skills.

Must Have Requirements:

-Fundamental knowledge of various operating systems and Cloud platforms.
-Knowledge of computer software applications and hardware.
-Strong analytical and technical troubleshooting skills.
-Experience in a software support environment is an asset.


High School degree/certification or related work experience