Job Description
System Support Engineer
Thank you for your interest in joining our A-Team at Anduin!The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast-growing SaaS startup led by an experienced and successful co-founding team with industry experience.
About this role:We are looking for a talented individual to join our team. As a key member you will be interacting directly with our customers to solve incoming inquiries and assist team members with ongoing projects and operational improvements. In this role, you may handle a high volume of customer support requests and should seek to create a positive experience for each customer.
Day-to-Day responsibilities include:•To manage second line customer support requests from direct customers. This will also involve some triaging and will require knowledge of all aspects of the Microsoft 365 technology stack in particular SQL.•To organize and facilitate sessions with customers to troubleshoot issues and advise on potential solutions.•Assist customers during implementation around systems integration efforts (primarily Azure environments).•Work across various systems to complete customer queries.•Collect and report customer feedback to ensure to meet SLAs and best practices.•Help build scalable support processes and engaged with feedback to streamline workflows.•Take ownership of customer issues, resolutions, and creating internal tickets.•Constantly analyze, refine, and iterate on internal processes to make them more efficient.•Carry out a range of administrative duties that may be needed from time to time by other areas of the customer services team.About You•Passion for delivering the customer delight.•Self-starter who thrives in a fast paced environment.•Strong communication skills with the ability to take complex situations and explain them simply.•Previous customer service experience in a SaaS environment is a plus.•Desire to independently solve complex problems.•SQL proficiency with the ability to learn new applications quickly.•Experience leading training efforts is a plus.•Someone with loads of energy, who is excited to roll up their sleeves.
The Ideal Candidate
The ideal candidate will be currently working as part of an IT support service team or has a Computer Science degree, and will ideally have experience of triaging complex issues for customers who have solutions based on the Microsoft technology stack. Our team is growing very rapidly and so the ideal candidate will be someone who is comfortable in a team environment where processes are continuing to evolve and will be a self-motivated, organized individual. Previous experience with customers in the Professional Services sectors would be an advantage.
About AnduinWe’re a team of interdisciplinary do-ers who’ve come together to solve long-overlooked practice management, invoicing and payment problems in the accounting industry. At accounting firms, the process by which a firm prepares and sends a bill to clients and then collects payment from clients is called the work-to-cash" cycle. And for most firms this process is slow, manual, offline, ungoverned, costly, and frustrating (for staff and for clients).
Our mission is to reinvent an easier, faster, smarter work-to-cash cycle to help accounting firms save time, speed up cash flow, and deliver a superior client experience through our Practice Management and Intelligence-Based BillingTM platform.
At Anduin, our values say it all: Courage, Build, and Trust. We take calculated risks, dissent when we disagree and listen to dissenting opinions, know that transparency is imperative to success, and we strive together to build a quality product that no one else in the industry has been able to achieve before.Other benefits include:• Remote, work-from-anywhere culture• Competitive compensation, healthcare benefits, and s
Job Specification