Technical Operations Specialist

Responsibilities

• Manage and respond to product support tickets within accepted SLAs
• Troubleshoot challenging issues across multiple, integrated applications
• Differentiate product defects from expected behaviors within an accounting context
• Distill multiple variables into a singular root cause
• Identify and document defects accurately and concisely
• Engage with the Customer Success team by assisting with customer escalations and training
• Collaborate with the QA team in advanced problem solving situations
• Author knowledge base articles and process documentation
• Assist with software administration for internal and external users

Qualifications

• Minimum of two years of professional experience in a technical support role
• Excellent written and verbal communication skills
• Thrives in a team oriented culture that embraces collaboration
• Ability to independently plan and prioritize tasks
• Possess a resilient and tenacious mindset and a positive outlook
• Passionate about being part of the product improvement cycle

Preferred Skills

• Working knowledge of basic accounting principles
• Expertise in Microsoft Excel a plus
• Experience with QuickBooks Online
• Experience using Zendesk for ticket management
• Basic SQL knowledge
• Experience with additional tools including Asana, Salesforce, Jira and Confluence

About Ceterus

Ceterus is a technology-enabled services company with a mission to empower small business entrepreneurs. We automate the collection of transactions, coding, review, and reporting so that small business owners can focus on their passions while we focus on keeping the books and making sure taxes are prepared for filing.