MIP Associate Support Analyst
Momentive Software
Job Description:
Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff.
DUTIES & RESPONSIBILITIES:
Provide timely responses to customer service inquiries via product ticket system
Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat)
Collaborate with team members to provide resolutions to customer inquiries
Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues
Understanding or aptitude to learn how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Experience:
High school diploma or its equivalent
2-year degree in Accounting or 2 years Accounting work experience preferred
1-2 years of customer service experience required
Experience using MIP Accounting
Computer/Technical:
Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
Demonstrate ability to learn and understand basic office software applications
Comfortable with technology
Ability to use problem solving skills to interpret basic application errors and assist with a solution
Other Skills:
Strong organizational skills
Excellent verbal and written communication skills **voice and chat
Telephone skills/etiquette; call screening
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Attention to detail
Ability to learn new technologies
#LI-JF1 #momentivesoftware
About Us:
Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com
Why Work Here?
At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.
Medical, Dental & Vision Benefits
401(k) Savings Plan & Company Match
Flexible Planned Paid Time Off
Generous Sick Leave
Casual Environment
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company Paid Parental Leave
Company Paid Short Term Disability
Remote Flexibility
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.