Application Support Specialist (Hourly)

The Application Support Specialist serves as primary support liaison between the company and the customer and is responsible for resolving complex customer-related software issues associated with the use of Viewpoint’s construction accounting and project management software, as well as other point solutions.

Essential Duties & Responsibilities

• Assists our Small Medium Business customers with use of Viewpoint software core product(s) and point-solutions with primary support on Procontractor
• Monitors, tracks, and documents customer support calls and related activities in CRM system.
• Assists other departments with application issues and development of the software.
• Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

Competencies

• Ability to quickly develop and maintain a high level of knowledge of (Viewpoint) software products and remain expert on current product knowledge both from an internal and from a user perspective.
• Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one. 
• Excellent problem-solving skills, a strong customer-service orientation and commitment to insuring timely, quality solutions to customer issues.
• Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
• Demonstrates accuracy, thoroughness, and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
• Well-organized, self-directed team player.  Remains open to others’ ideas, and exhibits willingness to try new things.
• Demonstrates excellent written and verbal communication skills. Listens effectively, transmits information accurately and understandably, and actively seeks feedback. Effectively presents and explains information to various group sizes and levels of knowledge.
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, and customers. 
• Handles confidential and sensitive information and records with a high degree of discretion, diligence and good judgment.
• Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

Qualifications

Required:

• Bachelor’s degree in business with an emphasis in business, accounting or other relevant discipline and a minimum of two years’ experience in accounting or full-charge bookkeeping.  An Associate’s degree with two (2) or more years of relevant work experience, or five (5) years of relevant industry experience may be substituted for a Bachelor’s degree. 
• Strong understanding of general business and accounting principles and practices, particularly payroll set-up and processing. Experience working all the way through the General Ledger is highly beneficial. 
• Secondary specialty on self-service for Small Medium Business customers. e.g social support channels, developing communities, youtube videos of top tips.
• Intermediate level of experience with core MS Office suite (Outlook, Word, Excel)
• Ability to work within the coverage requirements of the Customer Support department.

Preferred:

• Construction industry experience, particularly in construction accounting and/or project management is desirable but not required.
• Experience in a customer service role.
• Type 40 WPM or better 

Working Conditions

Work takes place in an office setting.  High stress levels may occur. This is a coverage position that requires the ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required.

Viewpoint is an Equal Opportunity Employer

DISCLOSURE for US-BASED POSITIONS ONLY: Viewpoint requires a criminal background investigation, and employment and education verification as a condition of employment.