What are the responsibilities and job description for the Technical Support Analyst position at Ceterus?
Full Time - Remote
Charleston, SC
About Ceterus
We help franchise owners optimize their financial performance and reporting. We deliver timely and accurate monthly financial statements through our outsourced bookkeeping and accounting services providing insights to help owners meet their business objectives. As franchise accounting experts, we understand both the needs of small business owners as well as the requirements of franchise brands. Ceterus serves over 1,000 customers today across over 2,000 locations in well-known brands like Jimmy John’s, Jersey Mike’s, Orangetheory Fitness, Club Pilates, European Wax, and Massage Envy as well as emerging brands like Scooter’s Coffee, Crumbl Cookies, OHM Fitness and Contour Spa.
Role Overview
A Technical Support Analyst works directly with customers to answer questions and provide technical product support.
Responsibilities
- Manage and respond to product support tickets within accepted SLAs
- Troubleshoot challenging issues across multiple integrated applications
- Collaborate with team members across multiple departments
- Identify and document defects accurately and concisely
- Author knowledge base articles and process documentation
Qualifications and Skills
- Minimum of two years of professional experience in a technical support role
- Excellent written and verbal communication skills
- Thrives in a team oriented culture that embraces collaboration
- Ability to independently plan and prioritize tasks
- Possess a resilient and tenacious mindset and a positive outlook
Preferred Skills
- Working knowledge of basic accounting principles
- Expertise in Microsoft Excel a plus
- Experience with QuickBooks Online
- Experience using Zendesk for ticket management
- Experience with additional tools including Asana, Salesforce, Jira and Confluence
Why Ceterus?
- Join a passionate team that values innovation, collaboration, and personal growth.
- Contribute to a cutting-edge accounting platform that empowers franchise business owners worldwide.
- Work in a supportive environment that encourages continuous learning and skill development.
- Enjoy flexible work arrangements, including remote work options.
- Competitive compensation package and benefits.
