The Accounting Support Officer will serve as a key liaison between the company and its clients by providing technical and operational support for the accounting system. They will respond to inquiries, troubleshoot system issues, and guide clients on how to effectively use the software to manage their financial processes. This role requires a strong understanding of accounting principles, excellent communication skills, and a customer-focused approach to ensure client satisfaction.

Customer Support:

• Provide front-line support via phone, email, and chat to customers using the accounting system.
• Answer inquiries related to system functionality, features, and best practices in accounting.
• Assist clients with troubleshooting issues, including system errors and data entry problems.
• Document and escalate more complex issues to the technical team when necessary.

System Guidance & Training:

• Guide customers through the accounting software’s features and functionalities.
• Conduct training sessions for new and existing clients on how to use the system for their specific needs (e.g., payroll, general ledger, invoicing, etc.).
• Create and update user guides and FAQs for clients.

Issue Resolution:

• Analyze and diagnose technical issues with the system and provide step-by-step solutions.
• Coordinate with internal teams (e.g., IT, Development) to ensure timely resolution of client issues.
• Monitor issue resolution progress and follow up with clients to confirm their satisfaction.

Client Relationship Management:

• Build and maintain strong, positive relationships with clients, ensuring their ongoing satisfaction with the accounting system.
• Provide updates to clients on system enhancements or new features.
• Solicit client feedback to improve system functionality and user experience.

Reporting:

• Track and document customer interactions, inquiries, and issues in the support ticket system.
• Prepare regular reports on support cases, identifying trends and recommending process improvements.

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• Experience in customer service or support, preferably with accounting or financial software.
• Strong understanding of accounting principles and processes.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot technical issues and provide clear, concise instructions to clients.
• Proficiency in accounting software systems; experience with [specific accounting system used by the company is a plus.
• Patience and the ability to manage difficult or frustrated clients with professionalism.

Preferred Skills:

• Knowledge of payroll systems, general ledger, invoicing, and other financial processes.
• Ability to work in a fast-paced environment and manage multiple client requests simultaneously.
• Strong problem-solving skills and attention to detail.