Accounting Specialist, Entrata

• Bachelor’s Degree in Accounting or related business degree with strong accounting understanding
• 2+ years' work experience in an accounting role, preferably a technical support capacity providing B2B support to Enterprise level customers
• Excellent technical, analytical and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Must demonstrate empathy and understanding to increase client satisfaction and task efficiency
• Ability to learn software quickly and thoroughly
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively
• A proven passion for providing an exceptional customer experience
• Motivated and proactive attitude while holding oneself accountable
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form fluidly during conversations
• Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with

Desirable

• The Accounting Specialist provides advanced technical assistance to our customers' accounting staff who utilize and support our suite of property management solutions
• Our solutions incorporate all aspects of accounting for the industry's most comprehensive property management software available
• Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem solving skills to resolve
• You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them
• Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner
• These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software
• You will work closely with other internal support engineers and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way
• As an accounting subject matter expert, you will collaborate and consult with other coworkers within your area of expertise
• You will model excellence in all facets of your work and help others to be successful by mentoring and coaching.​
• You will also work closely with teams outside of Technical Support including Product, Engineering, R&D, and Training to ensure we holistically address customer needs
• Become a subject matter expert on relevant accounting products and processes
• Provide advanced technical support to customers via phone, tickets, and emails
• Be comfortable communicating with low to high level accounting users
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings
• Be available and ready to assist your peers and co-workers as needed
• Review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles
• Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products