Customer Support Representative II
Description:
The Customer Support Representative (CSR II) provides secondary support (aka backline support) to CSRs and customers. The CSR II has strong application, technical and troubleshooting experience. The CSR II position also has a strong working knowledge of Rivet Software products and can easily work with QA engineers and developers. This position provides escalated support to customers that require have advanced technical or application issues. The CSR II takes escalated calls -- seeing customer questions or issues through to resolution. The CSR II position works closely with: CSRs, developers, QA engineers and product managers to resolve advanced customer issues. Qualified candidates must have significant experience with accounting or financial software products.
Responsibilities:
- Secondary (backline) support to Rivet customers using our products in-house
- Troubleshoots, researches and resolves advanced application and technical issues
- Works closely with QA and developers to resolve difficult 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
- Provides product and technical information to the knowledgebase
- Reports to the Director of Customer Support
Requirements:
- Significant 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
- Detailed working knowledge of Microsoft and Rivet software products
- Financial and business reporting experience with strong knowledge of financial statements, general ledger and accounting concepts
- Strong knowledge in call tracking, case management and knowledgebase software
- Ability to read and write HTML, including formatting and stylistic changes to existing documents
- Working knowledge of SharePoint, especially familiarity with site collections, sites, lists, and document libraries
Helpful Experience:
- 5+ 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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