Financial Technical Support Specialist

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Charlotte, NC
 — 
Full Time

Ekos is seeking a Financial Technical Support Specialist to join our team to help us support our growing client base. The ideal candidate will possess a positive, energetic attitude, with a self-starter approach to work. They must be highly motivated with demonstrated passion for everything technology and an ability to thrive in a fast-paced and dynamic work environment. Finally, this person should be detail-orientated, well-organized and able to manage multiple tasks simultaneously. In order to help ensure all aspects of this multifaceted position are performed as expected, measurable metrics will be provided along with regularly scheduled performance reviews.  The Financial Technical Support Specialist reports directly to the CEO.   

What you'd be doing:

Customer Service 

·       Troubleshooting and testing customer issues over the phone, email and through remote assistance software

·       Work with our case management system, keeping track of support tickets and following through to completion

·       Work with other departments as needed to find solutions to customer concern or complaints

·       Create knowledgebase articles as requested  

·       Perform and assist with quality assurance activities as needed

·       Participate in customer support activities as needed

·       Approach customer’s needs proactively with the goal of maintaining highest customer service rating

 

Technology Maintenance

·       Drive continuous improvement and efficiency through recommending process enhancements and additional features

·       Identify, document and research cause of reported defects and issues

·       Diagnose defects within the software and suggest fixes

·       Participate in technology training activities as needed

·       Assist with additional projects as needed

 

Financial Support

·       Responsible for resolving technical support issues from the support team that are financial in nature

·       Troubleshoot QuickBooks and other financial system sync errors

·       Assist with Chart of Accounts review for new customers

·       Work with the Professional Services Department on Ekos and financial system optimization

·       Answer low – mid level finance questions regarding inventory, cost of goods sold, journal entries, revenue, etc.

·       Assisting other Support Team members to work through issues that include financial hang ups

 

What we'd like to see:

Basic Requirements 

·       2+ years’ experience in a technical role in direct contact with customers or clients

·       Experience troubleshooting proprietary software

·       Experience with financial systems and Generally Accepted Accounting Principles (GAAP)

·       Strong ability to work independently and with a team

·       Must be a team player focused on the success of your team as well as yourself

·       Superior organizational skills

·       Basic proficiency with MS Office applications

·       Experience with ticketing systems (i.e. Zendesk, JIRA, etc.)

·       Availability to work a flexible schedule

·       Must be able to work from office located in Charlotte, NC

 

 

Preferred Qualifications 

·       BS/BA in Engineering, Computer Science, Finance, or equivalent education/experience

·       Knowledge and experience working with any of the following; HTML, CSS, SQL, JavaScript, XML, C#, .NET, MS SQL Server

·       Ability to create basic MS SQL queries

·       Experience with QuickBooks Online or Desktop Editions

·       Experience with any other financial systems

·       Experience with software as a service (SAAS) applications

·       Experience with other ERP solutions

ekos_ is an Equal Employment Opportunity employer.

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