Accounting Support Representative II

Accounting Support Representative II

Are you passionate about accounting, finding solutions, and helping others? Do you thrive in a dynamic, fast-paced environment where you have the autonomy to challenge existing norms and consistently surpass expectations? If so, our Accounting Support Representative role could perfectly fit you.

This position demands quick learning, exceptional problem-solving skills, an unwavering positive attitude, and extreme attention to detail. You will be expected to adapt quickly to new information and use your resourcefulness to find resolutions for our customers. 

Maintaining a positive and helpful demeanor while navigating complex issues is essential for success in this role.

Let us introduce ourselves...

We’re a team of driven, conscientious individuals with a clear mission: to make accounting and payroll fast, simple, and affordable for millions of American businesses and their accountants. 

It’s not enough to have a “good job.” It takes connection, culture, encouragement, growth opportunities, challenges, communication, and so much more to create an environment where people and ideas flourish. 

We are Patriot Software; a fully remote company with 175+ employees across the United States and a co-working space in Canton, Ohio. 

Our search for a new team member always starts by seeking a quality individual who desires to live by our core values:

1. Be Customer Obsessed - In everything we do, we start with the customer and work our way backward. Our primary focus is how we deliver tremendous value for the American businesses we serve.
2. Lead With Speed - We believe in doing things quickly and not being afraid to take big chances. Moving fast and making bold moves is how we stay ahead.
3. Don’t Cut Corners - We don’t skimp on quality. We make sure to own our technologies, development, and operations so that the entire experience is the best it can be.
4. Create a Better Us - We’re always improving by keeping it simple, saying no to things that don’t help our customers, automating what we can, and spending our money wisely.
5. Follow The Golden Rule - We treat others how we would want to be treated, disagree and commit, and welcome feedback from anyone, anywhere in the company.
6. Grow, Be a Leader - We look for leaders at all levels and always put the customer and team above ourselves. We want to build a pro team of high-caliber players, with high accountability and trust across all individuals.

Interested in learning more? Great! Read on to see if your skills are a match, too.  

What You’ll Be Doing: 

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!) 
• Utilize your expertise and problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related software inquiries.
• Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements.
• Continuously expand your knowledge of the software, new features, and accounting and payroll best practices.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Handle sensitive customer information securely and follow the company’s data protection protocols.
• Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions.
• Offer guidance and support to customers regarding new product features and software functionality.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

What You’ll Need: 

• Associate’s degree and/or equivalent experience in Accounting, Bookkeeping, Finance, or Mathematics.
• 1+ years of experience in a high-volume Customer Support or Call Center setting.
• Exceptional customer service skills, including strong verbal and written communication.
• Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision. 
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Must have the ability to handle sensitive customer info