Job DescriptionThis is a remote position.About The RoleCommunication is crucial for success in this role. The ability to effectively manage and troubleshoot the accounting software product via Xero is essential.Customer AssistanceRespond to customer inquiries and issues in a timely and efficient mannerProvide step-by-step guidance to users, troubleshooting and resolving problems effectivelyTechnical SupportAssist clients with configuration of the accounting software productCollaborate with the technical team to escalate and resolve complex technical issuesLog and track support tickets, documenting all interactions and resolutions in the systemDocumentation and AdministrationCreate and maintain documentation, including FAQs and guides, to assist users in navigating the product independentlyHelp users understand the core functionalities of the productGather and relay user feedback to the development team for continuous improvement of the productRequirementsBachelor’s degree in information technology, business administration, or a relevant fieldExcellent communication and interpersonal skillsProblem-solving ability and a patient, customer-focused approachStrong organizational skills with attention to detailFamiliarity with digital tools (clarify if needed)Previous experience in customer support or technical assistance rolesBenefitsRemuneration package commensurate with experiencePermanent work-from-home arrangementAnnual salary review2-week holiday shutdownIn-house and outdoor company events such as team building, Christmas party, quarterly meet-upsWork equipment provisionFixed day-shift schedule
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