Accounting Software Technical Advocate

5 days ago

Manila, National Capital Region, Philippines beBeeSupport Full time

Job Title: Accounting Software Customer Support Associate

We are seeking a highly skilled and dedicated professional to provide technical support and troubleshooting services to our clients via telephone, email, and web-based tools.

The successful candidate will possess excellent communication skills, both written and verbal, and be able to effectively advise customers on product functionality, features, and other support-related inquiries.

Facilitating conflict resolution and/or escalation is also an essential aspect of this role. The ideal candidate should have strong interpersonal skills and be able to diagnose, test, and resolve client software challenges efficiently.

Key Responsibilities:
  • Technical Support: Provide expert-level technical support to clients via various communication channels, including telephone, email, and web-based tools.
  • Conflict Resolution: Facilitate conflict resolution and escalate issues as necessary to ensure customer satisfaction.
  • Product Knowledge: Develop and maintain in-depth knowledge of our software products and their features to effectively advise customers.
  • Communication Skills: Utilize excellent written and verbal communication skills to deliver exceptional customer service and support.
Requirements:
  • Accounting Principles: Possess a solid understanding of accounting principles and practices.
  • Customer Support Experience: 0-2 years of experience in customer support is preferred.
  • Ticketing System Familiarity: Experience with Salesforce, Zendesk, Intercom or similar ticketing systems is a plus.
Desirable Skills:
  • Customer Centricity: Demonstrate a passion for delivering personalized customer experiences.
  • Attention to Detail: Deliver high-quality support through active listening and swift issue resolution.
  • Critical Thinking: Process facts, data, and information to identify problems and develop effective solutions.
  • Excellent Communication: Showcase good interpersonal communication and customer service skills to work successfully with clients and cross-functional teams.
  • Client Retention: Analyze client behavior, gather information about client concerns, and build positive relationships with clients and business associates.

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