We are looking for an After-Sales Customer Support specialist to be responsible for Customer Support, Business Enhancement, and System Implementation for our clients.
Document, track, and monitor client inquiries and issues in a detailed manner to ensure a timely resolution
Provide expert assistance to customers. Resolve customer accounting and technical issues. Review case details
Provide support to customers via email, telephone, or remote connection. Answer incoming calls and open cases, identifying customers, populating case details, and confirming accuracy of data
Troubleshoot at client site
Regular preventive maintenance site visits
Efficiently isolate customer issues to product/service and follow through resolution coordination with internal teams
Prioritize and solve complex product/service issues based on established processes and workflows, escalating as necessary
Manage Maintenance Contracts
Engage clients to improve usage - Periodically check on our existing customers to see how they are using our products and suggest ways to improve their workflow
Identify customers operational and business areas of weaknesses and guide them to the right resolution in support of the business
Assist customers to enhance their product knowledge and create efficiencies in their roles (e.g., product shortcuts, online training)
Update and maintain our knowledge base of common issues/queries faced by customers.
Conduct User Training sessions
Update help documents, FAQ, training manuals System Installation and Maintenance
Software installation, configuration, and upgrades
Meet with clients and manage implementation schedule
Perform Data migration. Prepare data for importing into applications. Execute data conversions. Work with data owners to verify and obtain approval that any transformed data retains its accuracy
Analysis of data from existing clients and third party software
Test and evaluate information. Perform testing for new modules and change requests Report Customization
Gather reporting requirements from customers
Customize system reports as per clients needs and requirements.
Create, maintain, and support complex reports (cross tabs, pivot tables, drill downs, etc.) and sub-reports with multipart formulas and customized functions
Required Skills & Knowledge
1 to 3 years of experience in accounting
1 to 3 years of experience in ERP systems
Advanced computer skills in Microsoft Office, Internet Explorer, Microsoft Windows and Outlook
Knowledge in Business operations and processes (Accounting, Finance, Inventory, Purchasing, Sales, Presales, Project Management, HR, etc..)
Strong working knowledge of ERP operations
Good Accounting knowledge is essential
Must have Strong problem solving skills
Education and Experience:
A bachelor's degree in accounting, business administration, or management information systems
Be aware of key business and team objectives and ensure that these are applied appropriately to all business activities
Excellent customer service skills. Delivers Results & Meet Customer Expectations. Focuses on customer needs and satisfaction; Sets high standards for quality and quantity; Works in a systematic, methodical and orderly way; Consistently achieves project goals. Service driven individual with significant proven work experience in a customer service environment
Excellent communication skills (oral, written, and listening) required to respond to customer requests via telephone calls and email.
Organization & Project Management:
Excellent organizational skills with proven ability to manage multiple concurrent projects and to adjust to frequent changes in project priorities. Demonstrated flexibility and responsiveness to work in a fast paced, ever changing environment. Desire to develop one s self and take advantage of opportunities to practice and enhance business/technical skills.
Analyses numerical data, verbal data and all other sources of information; Breaks information into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgements from the available information and analysis; Produces workable solutions to a range of problems; Demonstrates an understanding of how one issue may be a part of a much larger system.
Behavior and Personality:
Display mutual trust and confidence while contributing to an ethical and respectful culture. Commitment to excellence, team, and team building. A self-starter with the ability to work with minimal guidance in a fast-paced environment. Keeps emotions under control during difficult situations; Balances the demands of a work life and a personal life; Maintains a positive outlook at work; Handles criticism well and learns from it.