- Bachelor's degree
- Master's degree
- Accounts receivable
- General ledger accounting
- Oracle EBS
The Ordway Senior Support Engineer will focus primarily on providing expert technical after-installation support to clients, as well as troubleshoot complex software application issues quickly and more efficiently. Responsibilities involve responding to customers promptly and professionally, accurately documenting problems and resolutions, and collaborating with clients and internal employees to solve complex technical problems. The job requires excellent technical and soft skills.
Work directly with clients to provide rapid and accurate analysis of production issues (including solution tracking).
Provide outstanding technical support to Ordway customers globally.
Manage to customer SLAs (e.g. Gold, Platinum, etc.).
Handle urgent escalation issues, ensuring we accurately prioritize based on severity and customer impact.
Provide support via tickets, chat, and phone to Ordway customers.
Answer customer questions, file bugs, and reproduce, troubleshoot, resolve, and escalate issues as necessary.
Take ownership and follow through on client issues until resolution.
Work closely with engineering and product management teams to advocate for the customer and drive improvements to product functionality.
Identify potential requirements from the issues and bugs reported by the customers that can be converted into requirements for future development.
Become a product expert from both a business and technical standpoint.
Actively participate in our online Help Center, learning about customer pain points, answering customer questions, and posting solution articles in your domain of expertise.
Demonstrate customer advocacy and empathy for pain points.
Coordinate actions from other departments needed to resolve an issue.
Candidate MUST have 5+ years of experience with demonstrated skills and progressive levels of responsibility in a Customer Support role managing timely resolution of Support tickets while elevating both Customer Satisfaction levels and Product improvements
BS or MS in Computer Science, Computer Engineering, Electronic Engineering, Information Technology, Engineering, or related. Other significant technical experience will also be considered.
Strong Oracle SQL, PL/SQL skills required.
Experience in following technologies that support SaaS applications is an added advantage: REST API, SOAP API, XML, web services, HTML, and Ruby on Rails.
Problem-solving capabilities as well as excellent customer service skills.
Strong organizational skills, attention to detail and technical judgment.
Ability to work independently and self-motivated.
Excellent spoken and written English. All customer communications are in English.
Strong communication skills, including the ability to adjust to the technical level of the audience and explain complex ideas clearly and concisely.
Ability to work efficiently in a time-critical environment and fast-paced environment.
Ability to effectively communicate and coordinate with peers and senior management as required.
Ability to work with a global team and build strong cross-functional relationships.
Positive attitude and the ability to overcome adversity; and manage multiple projects efficiently.
Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. You will learn something new every day!
Experience rolling out new processes, systems, onboarding new support agents.
Experience with billing or financial enterprise applications is a plus.
Experience in Order-To-Cash (O2C) or Procure-To-Pay (P2P) cycle experience in Oracle EBS (Financials)/Netsuite. Experience in Account Receivables (AR) and/or General Ledger (GL) is a plus. Other ERPs can also be considered is a plus.
Knowledge of accounting concepts, US GAAP, and revenue recognition/accounting is a plus.
Experience as a developer or QA engineer in an agile development environment is a plus.
We offer a competitive salary, equity, and a great benefits package.
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