Subject Matter Expert - Technical Support

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

Rightworks' Subject Matter Experts (referred to as SME) serve as an escalation point for technical support representatives to consult on advanced support issues. SMEs help agents resolve specific complex challenges within their area of expertise and educate them to prevent repeat consults.

SMEs also serve as a positive role model for Rightworks' Tier 1 agents and are a source of accurate, current and relevant information with in-depth knowledge of the Right Networks Hosting system. SMEs have a deep understanding of Hosted Applications and Rightworks' environment from both a policy and a procedure point, along with a strong grasp of the UDAS methodology for troubleshooting.

Responsibilities

• Provide positive and constructive feedback as a part of the Salesforce consult form for Supervisor and Managers to use for Tier 1 agents. A heavy focus on being objective and unbiased when providing feedback in the form is important and each interaction is to be graded, no exceptions.
• Assist Rightworks Tier 1 Technical Support agents answer questions and resolve issues that range from basic to advanced.

Daily:

• Proactively identify when agents require assistance.
• Assist Tier 1 representatives on getting through their interactions more efficiently while maintaining a high level of customer satisfaction.
• Educate Tier 1 representatives on processes and policies.
• Active participation in the daily Support Team chat.
• Active participation in the daily Intuit chat.

Monthly:

• Meet with your Supervisor once a month to discuss reoccurring issues experienced by agents.

Requirements

• Ability to multitask, work well under pressure, and be able to develop strong communication skills, both written and verbal, within their team and other departments.
• Expert level knowledge of the Right Networks product and hosting environment.
• Expert level knowledge of QuickBooks.
• Ability to multitask.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

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