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Senior Technical Support Analyst

Company: Unanet
Location: Sterling
Posted on: May 5, 2021

Job Description:

Our team is looking for a Senior Technical Support Analyst to provide advanced technical support, advice and assistance to our growing customer base. The ideal candidate will have a depth of experience in finance and accounting as this opportunity will support our customers in their utilization of our Financials product. What You'll Do * Become a certified subject matter expert on our product and how we serve our customers * Provide responses to technical inquiries from our customers * Leverage our ticketing system to manage requests and provide ticket statuses and updates to our customers * Escalate issues as needed within our Support team * Analyze, determine and document customer inquiries related to project tracking, billing, invoicing, financials, purchasing and analytics * Configure and troubleshoot data integrations for imports and exports with payroll and other human resources systems * Draft and update knowledge center articles for common customer issues * Draft and update responses for less experienced Technical Analysts * Evaluate the need for other groups to help resolve issues and monitor work status * Coordinate calls, emails and web meetings to work with our customers * Meet SLAs for first response and ticket resolution * Offer recommendations on how we can improve our support processes Your First 90 Days In your first 30 days, you will complete new hire orientation and get to know our team and how it operates. You will become proficient in Salescloud case management, Zendesk and Freshdesk ticketing systems. In partnership with our Director of Product Support, you will enroll in and complete Unanet product trainings. In your first 60 days, you will become certified in Project Tracking and Billing/Costing. You will begin answering calls from our customers with support requests related to our products. You will actively participate and contribute to daily status calls relating to our product offerings. In your first 90 days, as your understanding of our products grow, so too will your influence and impact. You will author and edit processes and procedures that will be shared across our team. Who You Are * 3+ years of accounting experience * Prior experience with GovCon accounting software (e.g., Unanet, Deltek, Microsoft Dynamics, QuickBooks) * Familiarity with project management processes * Strong interpersonal as well as verbal and written communication skills * Bachelor's degree in Finance or Accounting or equivalent experience Your Differentiators * Certified Public Accountant (CPA) * Prior experience working in a customer-facing technical support capacity Our Values * We are a Team. Employees, customers, and partners working together. * We are Customer-Focused. Customers are the heart of everything we do. * We are Driven. Seeking exceptional outcomes. * We Own our Success. Every employee has a stake in our company. * We do the right thing and have fun in the process. Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws

Keywords: Unanet, Sterling , Senior Technical Support Analyst, IT / Software / Systems , Sterling, Virginia

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