Essential Duties & Responsibilities
l Assists customers with use of Viewpoint software core product(s) and point-solutions: Vista, Procontractor, and Spectrum.
l Monitors, tracks, and documents customer support calls and related activities in CRM system.
l Uses SQL Query, reporting tools, and spreadsheets to examine underlying data.
l Assists other departments with application issues and development of the software.
l Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.
l Serves as an on-call resource for International calls as part of normal department rotation, as assigned.
l Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and remain expert on current product knowledge both from an internal and from a user perspective.
l Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.
l Excellent problem-solving skills, a strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues.
l Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
l Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
l Well-organized, self-directed team player. Remains open to others’ ideas, and exhibits willingness to try new things.
l Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.
l Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
l Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and customers.
l Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment.
l Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
l Bachelor’s degree in business with an emphasis in business, accounting or other relevant discipline and a minimum of two years’ experience in accounting or full-charge bookkeeping. An Associate’s degree with two (2) or more years of relevant work experience, or five (5) years of relevant industry experience may be substituted for a Bachelor’s degree.
l Strong understanding of general business and accounting principles and practices, particularly payroll set-up and processing. Experience working all the way through the General Ledger is highly beneficial.
l Intermediate level of experience with core MS Office suite (Outlook, Word, Excel)
l Ability to work within the coverage requirements of the Customer Support department, including on-call rotation.
l Construction industry experience, particularly in construction accounting and/or project management is desirable but not required.
l Experience with complex computerized payroll systems a plus.
l Experience in a customer service role.
l Type 40 WPM or better
l Knowledge of Microsoft Transact SQL