Customer Support Specialist

Apex Systems Reston , VA 20190

Posted 3 days ago

Job Description: Job #: 1021708

Customer Support Specialist

Location: Reston, VA

Apex Systems, the largest publicly traded IT staffing and services firm in the US, is seeking a Customer Support Specialist to join the fast-growing customer support team for one of our top SaaS clients in northern VA. The specialist's role will be primarily to resolve customer inquiries, troubleshoot issues in our software, and ensure customer satisfaction by providing effective day to day support. A solid background in accounting is desired.

This role may require overnight and/or weekend work.

Job Responsibilities

  • Assist customers with support inquiries, product configuration questions, and "How do I" questions

  • Provide timely and accurate updates to customers

  • Where possible, guide customers through a series of actions, via phone or email, to the needed solution

  • Properly escalate unresolved issues to appropriate internal teams (e.g. Engineering)

  • Ensure all issues are documented within the designated application

  • Prioritize and manage multiple open issues at one time

  • Document technical knowledge in the form of notes to enhance the knowledge base

  • Offer accounting advice and coaching to other members of the Support team

Key Qualifications

  • A Bachelor's degree in accounting or related field, or equivalent work experience

  • Analytical mindset, with a desire to problem solve

  • Strong customer service skills, including the ability to stay calm in the face of customers under duress

  • Demonstrated active problem solving

  • Proficiency in MS Office 365 with expertise in Microsoft Word, SharePoint, and Excel

  • Must possess an enthusiastic personality and foster a positive work environment

  • Excellent written and verbal communication, with ability to demonstrate empathy

  • Strong organizational skills and multitasking ability

  • Willingness and ability to learn and pick up new concepts quickly

  • Ability to develop and sustain productive customer relationships

  • Ability to compare data from different sources to draw conclusions, choose a course of action, and develop solutions

  • Experience with lease accounting, lease software, supporting SaaS applications, or DataDog a plus

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [ Phone number blocked ] .


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Customer Support Specialist

Apex Systems