Job Description
This is a remote position.
About The Role
Communication is crucial for success in this role. The ability to effectively manage and troubleshoot the accounting software product via Xero is essential.
Customer Assistance
* Respond to customer inquiries and issues in a timely and efficient manner
* Provide step-by-step guidance to users, troubleshooting and resolving problems effectively
Technical Support
* Assist clients with configuration of the accounting software product
* Collaborate with the technical team to escalate and resolve complex technical issues
* Log and track support tickets, documenting all interactions and resolutions in the system
Documentation and Administration
* Create and maintain documentation, including FAQs and guides, to assist users in navigating the product independently
* Help users understand the core functionalities of the product
* Gather and relay user feedback to the development team for continuous improvement of the product
Requirements
* Bachelor’s degree in information technology, business administration, or a relevant field
* Excellent communication and interpersonal skills
* Problem-solving ability and a patient, customer-focused approach
* Strong organizational skills with attention to detail
* Familiarity with digital tools (clarify if needed)
* Previous experience in customer support or technical assistance roles
Benefits
* Remuneration package commensurate with experience
* Permanent work-from-home arrangement
* Annual salary review
* 2-week holiday shutdown
* In-house and outdoor company events such as team building, Christmas party, quarterly meet-ups
* Work equipment provision
* Fixed day-shift schedule
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