Customer Support Representative I
Description:
The Customer Support Representative (CSR I) assists customers with both application and technical questions regarding the use of Rivet Software products. This position provides front line support to customers using products in-house. The CSR takes the initial customer question -- seeing the call from initial contact through to resolution. The CSR position is responsible for maintaining a high level of customer and partner satisfaction. The CSR works closely with developers, QA engineers and product managers to ensure timely delivery of quality software products to the marketplace. Qualified candidates must have experience with accounting or financial software products.
Responsibilities:
- Frontline support to Rivet customers using our products in-house
- Troubleshoots, researches and resolves both application and technical issues
- Works closely with QA and developers to resolve open issues
- Configures unique hardware and software environments based upon customer requirements
- Provides quality assurance assistance in testing new releases and service packs
- Provides customer product feedback to product development
- Reports to the Director of Customer Support
Requirements:
- Experience in software support with the ability to follow through on customer issues
- Excellent interpersonal skills and ability to help customers with problem resolution
- Working knowledge of XBRL taxonomies and tagging processes
- College degree in computer science or comparable field
- Accounting and or finance experience is highly desirable
- Highly motivated, enthusiastic person with excellent analytical and problem solving skills
- Excellent communication skills and ability to thrive in a team environment
- Ability to prioritize workloads, work well under pressure and under time constraints
- Working knowledge of Microsoft and Rivet products
- Financial and business reporting experience with strong knowledge of financial statements, general ledger and accounting concepts
- Familiarity with call tracking, case management and knowledgebase software is desirable
Helpful Experience:
- 0-4 years experience in a technical call center or application software support role
- Familiarity with XML (Extensible Markup Language) and XBRL (Extensible Business Reporting Language)
Rivet Software is an equal opportunity employer.
Want to join our team? Qualified Candidates please submit your resume and salary requirements when applying for this job.
To apply for this job, contact hr@rivetsoftware.com.
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