Technical Support Specialist Ii- Accounting
CurrentTechnical Support Specialist II - AccountingProvide Telephone, Internet chat and email support to customer with questions or problems regarding the agency automation software, ancillary products and/or hardware purchased from Applied Systems.Troubleshoot the accounting based module which includes Journal Entries, Deposits, Receipts, Finance transactions, Installment transactions, Month end procedures, daily close day processes, Year End Processes and Reports.Write effective… Show more Technical Support Specialist II - AccountingProvide Telephone, Internet chat and email support to customer with questions or problems regarding the agency automation software, ancillary products and/or hardware purchased from Applied Systems.Troubleshoot the accounting based module which includes Journal Entries, Deposits, Receipts, Finance transactions, Installment transactions, Month end procedures, daily close day processes, Year End Processes and Reports.Write effective call notes that are detailed, accurate and concise. Provides effective, efficient customer service. Interacts with the following customer types: Internal, Basic/General, Intermediate, Advanced, Corporate, Carriers. Independently gathers details and completes basic research on customer problems before seeking assistance from a mentor or monitor, and escalates issues when applicable. Accurately report any software issues of high priority items to the Supervisor and/or Manager as they arise for development review. Uses acquired general knowledge of networks, Epic, DORIS, TAM, Vision, or Rating Services and its ancillary products (or at least one Rating Services support specialty area) in order to assist customers.Takes calls through Online Chat AND Real Time, as directed by immediate supervisor.As necessary, communicates with customers via email and follow-up phone calls.Searches and understands defect and enhancement reporting database. Submits quality defects and enhancements as deemed appropriate.Suggests articles and review content for customer newsletters.Accesses/navigates internet and customer portal.Accesses/navigates internet and search SalesForce site.Accesses/navigates intranet and search SharePoint sites.Assists in the building and maintenance of a strong knowledge base platform by reviewing existing articles and suggesting new additions that are detailed, accurate, and concise. Submits KIA items as directed by a monitor or Supervisor. Show less
