Software Support Specialist

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Requirements:

• Degree in Accounting, Business, or relevant experience in accounting, payroll, or tax software support.
• Experience with Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
• Proven experience in customer-facing technical or software support roles.
• Strong communication and problem-solving skills with a customer-first attitude.
• Ability to work independently and collaboratively in a remote environment.
• Commitment to maintaining confidentiality and data security.

Responsibilities:

• Master CIC’s software products to provide exceptional support for customers using the Help Desk system.
• Log, track, and resolve support requests in a helpdesk ticketing system.
• Assist clients with troubleshooting for accounting, payroll, and tax administration systems.
• Escalate unresolved issues to advanced support teams and follow through to ensure customer satisfaction.
• Proactively manage production incidents and system alerts to minimize downtime.
• Resolve an average of 10–15 support calls per day.
• Ensure customer support calls are resolved within 72 business hours and keep escalations below 10%.