Who are we?
Founded in 1998, M3 Accounting + Analytics was the first cloud computing service provider for hotels launching its first product, AccKnowledge. M3 is an innovative, fast-paced, growing firm, offering proprietary accounting and hotel management software and financial services to our hospitality sector clients, while developing new products and enhancing existing software. We are looking for talented professionals to join our team!
A Software Support Specialist's primary objective is to give 100% customer attention and dedication until each and every customer is 100% satisfied with the service and support provided on various applications provided by M3.
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisors requests for additional or altered duties.
Work Hours: Second Shift 2PM to 11PM (M -F)
Prioritize support cases that are received from each customer
Categorize support cases appropriately in the M3 CRM.
Respond to customer inquiries through the support case system and telephone support with the focus on primary role.
Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed
Complete all support cases in a timely manner according to support case policy guidelines
Follow-up with all customers to ensure that the support case was completed to their satisfaction
Receive and reply to emails and other correspondence from M3 team members and customers
Maintain Solution Source documentation for customer reference
Provide suggestions for improvement of M3 procedures and software functionality
Attend all scheduled M3 meetings and conference calls
Cross train in other areas of support coverage and primary roles
Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.
Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers
Additional projects assigned by the Managing Director of Customer Services.
Assist customers in understanding and training on new enhancements and features of the software
Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.
Assist all other M3 team members in customer support where needed
Other duties as assigned
3-5 years of experience in a directly related position.
Bachelors Degree in Accounting, IT, MIS or Computer Science highly preferred, or an equivalent combination of education and experience.
Must have strong written and verbal skills in English.
Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint)
Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
Ability to sit and/or stand for extended periods.
Ability to perform work on a computer for extended periods.
Ability to travel in representing the companys interests required.
Ability to attend work and meetings with excellent attendance and punctuality.
Ability to bend and lift up to 25 lbs.
Compensation and Benefits:
M3 offers a strong benefits package including 75% employer paid medical, dental and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 5% match; three weeks paid time off; discretionary profit sharing; three weeks vacation in first year; a great culture, competitive salary. We are a certified Drug Free Workplace and Equal Opportunity Employer.