Senior Product Support Specialist
Current• Providing phone and email support to client’s CFO, CPA, and IT staff to troubleshoot inquiries related to installation issues, accounting procedures, reporting, importing/exporting data• Attending periodic training sessions with Support Team to strengthen product familiarity which led to mastering new modules and features• Training clients and employees on all software procedures including system requirements, installations, firewall configurations, and various accounting needs (Chart of Accounts, AP, AR, GL, bank reconciliations, allocations, fixed assets)•Collaborating with developers to implement software updates by testing product and submitting client requests which improved customer satisfaction and retention• Performing data migrations to achieve seamless transitions between versions 9 through 14• Updating daily company’s ticket system and knowledge base, reducing solution time by 35%• Maintaining comprehensive knowledge of accounting transactions and reporting specializing in FundRaising, Medicaid Billing, and integration with MS Office and SQL• Authoring and maintaining company’s Help Pages (MadCap Flare) and Courseware (PowerPoint), documenting changes monthly or when new releases prescribed it, which produced easily accessible training content• Mentoring and overseeing the daily duties and inquiries of a 6-person Support Team• Managing cloud servers and supporting cloud end users within Azure environment to ensure seamless integration with software, logins, and licenses
