Application Support

Overview In this role you will be the primary liaison for customers, resolving questions about Computer Guidance’s construction accounting and project management software. You will collaborate with cross-functional teams to diagnose and fix software issues, and keep customers informed on progress. You’ll expand your product knowledge through training while supporting management goals for satisfaction and timely resolutions. This position offers a direct impact on customer success and the continuous improvement of the support function. ResponsibilitiesAnalyze incidents to separate application vs hardware issues and route appropriatelyTroubleshoot complex software problems using research and testing to provide solutionsMonitor, track, and document support calls using help desk softwareEnsure issues are resolved and communicated to customers with regular status updatesCoordinate with management to meet customer resolution targets and team objectivesProactively pursue training and education to deepen product knowledge Key requirementsBachelor's Degree in Accounting or equivalent experience4+ years of analytical support with ERP software (preferably eCMS)Construction industry experience desirable but not requiredPayroll experience preferredIntermediate level of experience with MS Office (Outlook, Word, Excel)Outstanding communication and customer management skillsAbility to build and maintain strong business partner relationshipsAbility to work independently and multitask in a fast-paced environmentStrong analytical skills for complex software applicationsExtensive accounting knowledge and experienceERP software experience (preferably eCMS)