Software Support Specialist (Accounting) 2PM - 11PM

*** This is a hybrid position with shift hours of 2pm - 11pm EST ***

Description Summary: A Software Support Specialist II’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.

Essential Duties:

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 supervisor’s requests for additional or altered duties. 

Primary Responsibilities:

• Prioritize & categorize support cases that are received from each customer and bring into 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 customer until each case is completed to the customers 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
• Maintain existing 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 and projects assigned by the Support Management Team 

Education/Training/Experience:

• 3-5 years of experience in a directly related position.
• Bachelor’s 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.

Physical Requirements:

• 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 company’s interests required.
• Ability to attend work and meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.