About the Position
Gappify is looking for a Customer Support Analyst to help our customers thrive and succeed in our next-generation accounting automation platform. The position is responsible for fielding, routing, researching, and resolving customer support tickets received from our Support Portal and email.
The right candidate for this role will be an individual who is reliable, dependable, organized, and possesses a natural passion for providing excellent support to others. We are looking for someone who is highly motivated and can adapt, keep pace, and flourish in an innovative startup environment. This requires being open, compassionate, and understanding. Teamwork is a must!
Job Description
- Serve as the first point of contact for all customer support inquiries (via JIRA and email). Based on the inquiry type, follow the appropriate documented Gappify procedures (e.g., customer follow-up emails/communications, update Gappify configuration changes, etc.).
- Provide timely updates and visibility to customers and track down appropriate cross-functional colleagues to ensure they are maintaining their respective SLAs.
- Read, understand, and analyze client processes as per the business rules.
- Partner with other Gappifornians to maintain and update customer support procedures and documentation.
- Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
- Assist with initial configuration and/or review of new customer implementations.
- Prepare various customer support and ticket reports for management in a timely and regular manner.
- Assist with simple post-go live configuration requests and troubleshoot simple technical issues.
- Prepare weekly customer support reports for management.
- Work closely with management and Training Lead on process and system improvements.
- The ability to interpret simple integration flows in Celigo and NetSuite Saved Searches, or equivalent is preferred.
- Knowledge of Amazon S3, SES, and OKTA is preferred.
Job Requirements
- Bachelor's Degree in Finance/Accountancy/Banking or equivalent is preferred
- At least 4 years of work experience in a customer support-related role
- Strong written and verbal communication skills is required
- Experience with SaaS applications Finance tools such as NetSuite, Oracle, Coupa, etc. is preferred
- Familiar with ticket process using Jira or equivalent is preferred
- Experience working with the finance systems is a plus
- Hands-on experience using AI-tools like ChatGPT, Claude or Gemini to draft responses, create support templates, and speed up research is a must
- Some knowledge of Amazon S3, SES and OKTA would be preferred
- Attention to details, following department policies and procedures
- Familiarity with accrual accounting is preferred
- Willing to work on rotating shifts and holidays
- Intermediate-to-advanced Microsoft and Google Documents/Sheet skills are required
- Strong written and verbal communication skills are required
- Strong proficiency in Excel and its various functions and features is preferred.
- Attention to detail, following department policies and procedures
