Customer Support 1

Abila Austin , TX 78719

Posted 1 week ago

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,200 employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that's a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we're looking for great employees to join us!

The Associate Support Analyst will be responsible for enhancing each customer's relationship with Community Brands by providing support assistance for our MIP Fund Accounting product with a full range of accounting and payroll applications, as well as technical and business process inquires within Community Brands applications to maximize total value for our customers. Support is delivered through multiple channels while sharing knowledge content and promoting overall value of eServices.

This is a full-time temporary position that will start on October 26, 2020 and end in mid to late February 2021 dependent on our business need.

Job Responsibilities:

  • Deliver an extraordinary customer experience that inspires satisfaction and exceeds expectations of knowledge, empathy, and professionalism

  • Support one product competency, MIP Fund Accounting Application. The analyst will independently resolve most low complexity support issues related to environment, database, and applications that interface with Abila products and services such as Microsoft Windows Server/OS, Microsoft SQL Server, Microsoft Office, IIS, Citrix.

  • Collaborate with internal experts as necessary to resolve issues

  • Actively contribute toward new and updated knowledge content

  • Document troubleshooting steps recommended for each support incident in a clear, concise, and efficient format

  • Collaborate with customers to appropriately identify additional Abila product & service solutions that help solve business needs

  • Achieve individual goals while contributing toward departmental goals for quality, issue resolution, productivity, and schedule adherence

  • Communicate effectively and efficiently in a fast-paced team environment

  • Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit have the actionable information needed to drive business decisions

  • Other duties as assigned

Job Requirements:

  • Basic knowledge of accounting

  • A minimum of 6 to 12 months' prior experience preferred in a customer-facing or knowledge delivery role with an emphasis in Accounting

  • High School Diploma required

  • College Degree preferred

  • Passion and enthusiasm for delivering an extraordinary customer experience

  • Effectively communicate in a clear and concise manner

  • Domain/industry knowledge related to the specific Abila product or service being supported preferred.

  • Prior experience with Microsoft Office (Excel, Word, and Outlook) required

  • Prior experience with recent Microsoft Windows desktop operating systems and related experience preferred.

  • Prior experience within Microsoft SQL Server Management Studio preferred

  • Adherence to assigned schedule for managing cases thru multiple channels

  • Ability to work in a logical flow to isolate causes of problems and determine potential solutions

  • Confident ability to restate or rephrase questions to verify consistent comprehension of a problem

  • Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment

  • Ability to quickly connect with people, establish a rapport, express empathy and project confidence

  • Demonstrated ability to work collaboratively in a team environment

Special Requirements:

  • Ability to sit for regular and long periods of time (optional alternative of standing)

  • Ability to use arms, hands and fingers

  • Ability to apply long hours of keyboarding

  • Ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks

  • Flexibility of working hours and occasional overtime

Good People, Doing Good Things:

Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. We look forward to you being part of our story!

  • Casual Environment

  • Purpose Driven Culture

  • Remote Flexibility

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Customer Support 1