What are the responsibilities and job description for the Customer Support Specialist position at Nous Infosystems?
Job Title: Customer Support (L2 Support)
100% Remote - (Accounting & Academic Sector Experience Preferred)
Experience requirement:
Min 2-3 yrs. experience working directly with customers.
Experience working in a school or an educational institution is a plus.
Some background in accounting is a plus.
Essential requirements:
Strong communication skills, particularly when interacting with US Clients.
Proficiency in using billing and accounting software is a plus.
Ability to work flexible hours aligned with US time zones.
Key Responsibilities:
Will be the direct point of contact for key stakeholders in a school or educational institutions who are using our product especially in the US
Will need to understand the product workflows from every angle and be able to resolve non-code level support issues.
Develop a thorough understanding of the product to effectively support schools in resolving the issues that they run into or assist with tasks that they need to perform on a day to day. Use this knowledge to also suggest ways in which the school can uplevel their use of the software.
May need to create proper documentations of the product so the clients can effectively use the software
May need to assist in functional testing to ensure the requirements are met as per client needs. This includes identifying bugs and issues within the product, while working with the customers, and connect with the development/technical team to communicate any bugs/issues/enhancements the schools report about the product
Gather feedback from the schools and identify areas where we can improve the product
Skills:
Having a solid understanding of the accounting, finance, and billing concepts would be a significant advantage.
Excellent communication and customer engaging skills
Strong analytical and problem-solving skills
Ability to convert complex requirements into practical software solutions
