Customer Support and Onboarding Specialist

If you are interested in learning more about this role, please email jobs@myfirm360.com

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About Firm360

Firm360 is a fast-growing software startup delivering practice management software to accounting firms in the US. Our highest priority is delighting our customers. This role will have a big impact on how customers view our software as we drastically improve the processes and software that they use to run their firms. Our goal is to make accounting firms' jobs easier and stress-free. We aim to bring much-needed change to the field. We have developed software that simplifies the business of running an accounting firm. Our software is designed for the 21st Century. It was designed to create savings and reduce the non-billable time for all accountants and CPAs.

Company Culture

We are a team-oriented company that makes employee engagement its top priority. We encourage meaningful feedback and collaboration. We work to be flexible to accommodate employees/ family lives. A candidate who fits well with our culture is our priority, and skills, and experience second. We know happy employees make for happier customers.

 The Mission of the Role

To provide effective, professional, and quality customer experiences while establishing long-term relationships with clients to gain a deeper understanding of their needs and increase value for both the customer and company.

 Job Summary

Firm360 is looking for a Customer Support and Onboarding Specialist to manage the implementation and onboarding of new customers onto the Firm360 platform and provide technical support for all customers.

Key Responsibilities

• Responding to customer support tickets as quickly and accurately as possible via email or phone
• Work collaboratively with other departments to resolve issues and deliver great customer experiences.
• Create, own, and execute onboardings for new clients, and offer refresher training when needed.
• Collect and manage product feedback from clients to share with our development team.

Skills Knowledge and Expertise

• Must be patient, empathetic, and have great communication skills.
• Strong interpersonal skills; work collaboratively with different departments.
• Comfortable with technology and learning new software.
• Ability to demonstrate flexibility; can adapt to challenging situations.
• Self-motivated, diligent, and can inspire others.
• Excellent verbal and written communication skills
• Organized, detail-oriented, and able to manage multiple tasks; practices efficient time management.
• Must be personable and enjoy working in a client-facing role via Zoom meetings.
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical.

Experience

• 1+ years of customer success/support experience (Preferred)
• 1+ years SaaS environment experience (Preferred)
• 1+ years of training experience (Preferred)
•  Knowledge using Zendesk, GitLab, Slack, and MS Excel (Preferred)
•  Knowledge of the accounting industry advantageous

Education

•  Associate (Required)
•  4-year Degree (Preferred)

Schedule

         Monday-Friday 8-5 PM

Work Location

         Fully Remote – work equipment provide(laptop, monitor, and keyboard)

Benefits

• PTO
• Paid Holidays
• 401k with match
• Health Insurance
• Other benefits discussed during the interview

If you are interested in learning more about this role, please email jobs@myfirm360.com

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