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Software Implementation and Support Specialist

Remote
Negotiable
Full-time
Remote
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Company Description:

SquareWorks Consulting is a NetSuite partner focused on elevating its customers’ experiences with exceptional automation solutions and consulting services. Our products include Automate, a NetSuite-native financial automation platform that enhances and takes NetSuite to the next level. We also provide exceptional consulting services and partner with our customers to deliver high-quality NetSuite implementations, optimization services and ongoing support.

We believe in building long-term partnerships with customers to enable their success, and that starts with our team. We strive to enable our employees to achieve professional excellence by providing training and development resources, a diverse and inclusive workplace, a fully remote working environment, a healthy work/life balance, as well as other wellness benefits and programs. By embracing this mentality, we can put our best foot forward every day to help our customers succeed.

We will rely on you to:

Provide support services for users of SquareWorks software products, while also managing a small number of software implementations. Specific duties include:

• Triage, coordinate, and manage incoming software support tickets in Jira, SquareWorks’ ticketing platform, consistently, with sufficient detail to meet compliance and controls requirements, and in accordance with SquareWorks’ stated Service Level Agreements.

• Prepare for and run ad-hoc client meetings to aid in software support resolution.

• Resolve non-technical software support requests. Types of requests will include, but not be limited to:

• Questions regarding existing software functionality, configuration, best practices, and potential upgrades.

• Requests for assistance with end-user training related to SquareWorks software.

• Requests for troubleshooting of existing software configuration.

• Implementation of new software functionality.

• Audit-related questions regarding software security, compliance, and controls.

• Requests for new, and modification to existing, NetSuite reports related to SquareWorks software.

• Questions related to software new releases and updates.

• Facilitate resolution of technical support (bug fix) requests by coordinating communication between clients and the SquareWorks Product and Engineering teams.

• Assist in the ongoing improvement of SquareWorks’ software support delivery operations.

• Manage the implementation of SquareWorks’ various software bundles and SuiteApps. Will include, but not be limited to:

• Preparing for and participating in client-facing meetings.

• Gathering client requirements and compiling associated client-facing documentation.

• Installing and configuring SquareWorks software to meet defined requirements.

• Performing QA testing of configuration.

• Coordinating client user acceptance testing.

• Coordinating project go-live activities.

• Performing basic project management tasks.

• Ensuring adherence to project timelines and budgets.

• Capture client requests for software customizations and communicate the associated functional requirements to the SquareWorks Engineering and Technical Services teams.

We ask that you:

• Have impeccable written and oral communication skills.

• Prioritize customer service and customer satisfaction.

• Be eager to learn new skills and to take on new responsibilities.

• Enjoy a challenging and fast-paced environment where you are encouraged to continually learn and expand your skillset.

• Have a keen desire to develop your understanding of business systems, software, and SaaS solutions in general.

• Be interested in business process analysis and in consulting as a career.

Qualifications:

• College degree or equivalent work experience.

• Must be interested in business systems, SaaS solutions, and software.

• Previous consulting or business analyst experience a plus but not required.

• Familiarity with basic accounting principles and terminology a plus but not required.

• Previous exposure to enterprise-class business systems (ERP, HRM, CRM) a plus but not required.

We require that all SquareWorks team members:

• Focus on autonomous thinking and a proactive approach to customer relationships.

• Create high quality, clearly written documentation that explains work performed and solutions implemented.

• Remain committed to highly responsive communication with our customers and team members.

• Maintain a positive and constructive attitude, both in internal and client facing interactions.

• Interact with team members in such a way as to maintain a positive and collaborative atmosphere.

• Strive for continued personal growth; contribute in an ongoing and proactive way to the growth of SquareWorks as a company.

Last updated on Mar 16, 2024

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