Technical Accounting Support

This is a remote position.

Areas of responsibility

You ll have plenty of variety in your day to day for while your focus (and KPI s) will primarily be in assisting the sales manager customer success and development with your technical accounting knowledge the fact that you re in a tech startup means there will be plenty of variety and autonomy in your role giving you the opportunity to take ownership across a variety of areas in the business.

• Customer Support Assistance
  
• Supporting the CSM with the handling customer technical queries and escalations and responding in a timely manner.
  
• Maintenance of technical related templates and automations to ensure support issues are dealt with efficiently.
  
• Maintenance of the AccountKit Help Centre Assist with maintaining the help system specifically around the technical accounting tools ensuring it accurately reflects current features and has sufficient detail to guide customers. Includes the creation of resources (processes/videos) for frequently asked questions from customers;
  
• Develop and maintaining customer training resources (eg. Deepdive video) for upskilling our customers.
  
• Other areas
  
• QA Testing Whilst not a focus they may be called upon to test certain elements as they re created to offer feedback based on their experience with customers feedback.
  
• AccountKit Application design They will listen to customers and communicate their pain points back to the CDO to facilitate designs that solve real pain points. At times provide frontline feedback into the design / implementation of features.
  
• Policies standards and processes
  
• Utilization and maintenance of all systems and processes across the sales and customer support channel that future customer enablement teams can adhere to ensuring the same level of service.
  
• Reporting on updates and status of said systems
  

Distinguishing characteristics

These are the ideal characteristics for someone in this role.

Self motivated shows initiative and enthusiastic: Often working on their own they must be able to motivate themselves to strive toward the bigger picture of the company independently looking for better ways to do things and exuding a can do attitude.

Conscientiousness and eye for detail: The role requires someone who is highly organized to manage the volume of current customers and future potential customers then executes with an absolute eye for detail ensuring no opportunities or ways to look after our customers slip between the cracks.

Curiosity and a passion to make a difference: The role this plays is a desire to truly get to the bottom of issues looking for gaps and opportunities for our customers. Understanding our customers deeply and finding creative solutions that make a difference builds trust and long term advocacy.

Problem solving ability: Often there will be technical issues that arise that require the ability to think laterally to both understand the issue and how best to resolve it. This could be in relation to testing a new feature for the development team through to troubleshooting a support ticket for a customer through to analyzing a clients specific needs and how best to address within AccountKit.

Friendly confident and one of integrity: They are part of the team that represents the heart and soul of what the public sees both in the execution of the product but also through the presentation of the product and public across all forums. For that reason they must be warm engaging and exhibit an exceptional level of integrity in their day to day reinforcing a core fundamental of AccountKit to always be honest and transparent (being mindful of confidential information) in their dealings with anyone within and external to the company. Having said this they also must have a degree of resilience to be able to handle rejections and frustrated customers and not take it personally.

Comfortable with high levels of ambiguity: Being a tech startup they will often be challenged with new and varied unforeseen obstacles and they must thrive on taking ownership of the issue coming up with solutions and seeing them through to completion it s an opportunity for them to make their own mark on the business.

Requirements

The following are the relevant and desirable attributes for this role.

• Accounting technical knowledge: Comprehensive understanding of the endtoend accounting cycle including technical accounting experience with daytoday compliance work.
  
• Accounting practice knowledge: Comprehensive understanding of the inner workings of an accounting practice and underlying related systems required to run the practice.
  
• Technical aptitude: They should have a broad depth of experience in computer software in the accounting space with a strong desire and ability to learn new software applications.
  
• Customer facing experience: They must have experience building strong relationships with clients through direct ongoing interactions.
  
• Communication and presentation skills: Experience in creating presentations and presenting to clients.
  
• Strong interpersonal skills: Given they are working with a variety of temperaments within AccountKit and across the accounting and bookkeeping industry they must be able to quickly adapt to the different personality types and quickly build a strong rapport and long term relationships. They should also be excellent. Communicators both orally and in writing.
  
• Flexibility: We are a small business getting ready for growth where we ll all be wearing many hats. They need to be ready and able to roll with the changes as the pace picks. up.
  

Benefits

Here at Access Offshoring we believe in more than finding our clients the right candidate. We believe in the human perspective. We believe in our candidates and their dreams. We believe in finding the right role for you. We are committed to working for you as much as we work for our clients. Access Offshoring is dedicated to supporting business owners and we need your help. Transforming the way businesses operate we connect great businesses with amazing offshore talent. We recognize that we often get more done in our own designed workspace so Access Offshoring offers a complete work from home model. Yep that s right 100% work from home. But wait there s more. Here are just some of our benefits:

• Work from Home Allowance
  
• HMO for you and a dependent from Day 1
  
• 20 Days Annual Leave AND 5 Days Sick Leave
  
• Government Benefits and 13th Month Pay
  
• Computer Equipment
  
• Opportunities for growth
  
• Competitive Salary