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Black Mountain Software · 1 week ago

Customer Support Specialist 1 (Tier 1)

United States

Full-time

Remote

Entry Level

$38K/yr - $55K/yr

1+ years exp

Black Mountain Software is a company with a strong foundation in small-town America, providing government accounting software and support to clients across the U.S. The Customer Support Specialist role involves assisting local government customers with their accounting and utility billing software questions, ensuring high customer satisfaction and effective problem resolution.

AccountingBillingFinancial ServicesSoftware

Responsibilities

Provide support to our local government (city, school, county, utility) clients by analyzing problems, providing instructions, and resolutions to those problems

Navigate communication over email and phone channels to quickly answer questions and resolve both technical and non-technical problems

Diffuse tense situations and put customers at ease

Lead conversations with our clients about the solutions our ERP tools offer

Leverage critical thinking skills to implement out of the box solutions and solve customer tickets

Strive for one-call resolution, following up with customers as needed on outstanding support tickets to bring tickets to close and ensure client requests are responded to

Take customer support calls during scheduled call shift

Direct clients to online training and job aid resources when applicable

Update client tickets and notes within ticketing system

Maintain high customer satisfaction and quality scores as outlined by management

Qualification

Customer service experienceTechnical support experienceLocal government accounting knowledgeEmail ticketing system experienceOffice computer skillsPeople skillsProblem solving skillsCritical thinking skillsOrganizational skillsAttention to detail

Required

Experience and/or education related to being a Customer Support Specialist

Knowledge of local government accounting functions such as accounts payable/receivables, billing, payroll, and financial reporting

A passion for technology

Solid office computer skills using Microsoft Word, Excel, Outlook, Windows, etc

Ability to multi-task in a fast-paced software company

Excellent problem solving and/or critical thinking skills

Good people skills: especially being friendly, professional, collaborative, and careful listening

Exceptional organizational skills that allow you to work under strict deadlines and quickly prioritize tasks

Impeccable attention to detail, particularly with written and oral communications

Minimum 1 year experience providing customer service or technical support for a tech product via phone, email and/or chat

Preferred

Experience working in an email ticketing system such as Zendesk, Freshdesk, Intercom, etc

Knowledge and experience with processes used in business or local government to manage accounting and utility billing functions such as accounts payable/receivable, billing, payroll, budgeting and financial reporting