Support Analyst I - Signature

About Us

We believe in a sustainable future for people, buildings and a better planet. Key2Act (K2A) is an award-winning software as a service (SaaS) company that is continuously innovating to solve customer problems in the smart building and field service & construction management industries. Our Signature software suite is the unmatched industry leader in the Microsoft Dynamics GP field service and construction markets. We’ve recently introduced our building analytics platform called BOB, the world’s first Building Optimization Broker, to help our customers reduce energy, improve comfort and more. Join us and meet BOB Signature! www.k2a.com

About the Role

The Support Analyst delivers exceptional customer service by providing Level I Software Technical and Functional Support to our customers and partners. Answer questions including, but not limited to, functional setup and usability of Key2Act and Microsoft Dynamics ERP Applications. The team member in this role will aspire to possess breadth and depth of product knowledge. They will also work on internal projects with moderate supervision.

What You’ll Do

General

• Contribute to the achievement of the Customer Support Department’s goals
• Demonstrate the corporate values in all interactions
• Establish and follow through with personal development goals to support the success of the company and personal growth
• Seek to improve operational efficiency in the position as opportunities present

Job Specific Duties

• Serve as primary client contact regarding incoming support incidents
• Manage and resolve incoming customer support incidents that may consist of customer application questions or problems in the areas of setup, product functionality, testing, troubleshooting, and bugs/enhancements
• Escalate support incidents to internal teams as required
• Follow through to obtain status updates
• Facilitate issue resolution by being a liaison between our Customers and Internal Teams
• Ensure Key2Act compliance with contractual service level agreements
• Communicate status of support incidents timely to clients and internal parties as needed
• Document issues promptly and accurately
• Complete time tracking
• Keep up to date on the latest technology around our integrated products
• Continue to increase individual skills which aid in the support of our products
• Participate in the creation of Knowledge and problem report documentation
• Participate in knowledge sharing and problem solving with fellow team members
• Help test major releases, service packs, and hot fixes as part of quality assurance
• May also participate in small to medium size support projects relating to overall support/company objectives

Other duties as assigned

What You Need

• Associate’s or Bachelor’s degree in accounting, business, computer science, or applicable work experience in the field
• Knowledge of Job Costing, Project Accounting or Construction Accounting required
• Thorough knowledge of accounting procedures and proven experience in a support roll that entails multiple technologies
• Requires a minimum of 1 year of experience in a technical customer support environment supporting ERP systems
• Prior call center experience is desirable
• Basic knowledge of one Key2Act core solutions and basic understanding of extended products in their area of expertise
• Microsoft Office Applications (Word, Excel, Outlook)
• Basic SQL skills (queries, statements, updates, inserts, multiple table joins)
• Basic knowledge of Microsoft Dynamics GP, Microsoft Dynamics 365 BC or F&O, or other mid-market ERP systems

Benefits

• Full benefits package includes, medical, dental, vision, 401k with employer match, flexible spending
• 100% Company paid life insurance / accidental death/ dismemberment coverage (AD&D), short term disability, and long term disability
• Paid holidays and paid time off

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• New Berlin, WI 53151: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Work Location: Hybrid remote in New Berlin, WI 53151