Software Support Analyst

Exciting new opportunity to join a small software firm as a Software Support Analyst.

REQUIRED SKILLS:

• 1+ years of help desk phone support for accounting software
• Excellent communication and customer service skills
• Excellent documentation skills
• Must be self-managed and driven
• Strong analytical, interpersonal, and decision-making skills
• No job hoppers

RESPONSIBILITIES:

• Provide accounting software support over the phone and email.
• During the busy season (October - January), 20 to 30 support issues are handled daily. For the remainder of the year, you will handle 2 to 6 support issues daily and spend the rest of your time doing documentation for our knowledge base and helping with company projects.
• Assist clients remotely with installing our software.
• Remotely logging into our client's system to troubleshoot and resolve issues.
• Prioritize matters assigned based on severity.
• Provide feedback to the customers on the progress and status of their reported issues throughout the resolution process.
• Provide accurate and detailed answers to questions related to our software product.

This is a direct hire position. For the first 30 to 90 days, you will work in the office in Peachtree Corners until you are trained and up to speed. After training, you will go to the office approximately twice a month for meetings. We offer a 401(k) match and a great work environment and culture.