Customer Support Specialist - Accounting

New

hammerjackFintech SaaS

Makati City, PH / Angeles City, Pampanga, PH, ANZ business hoursFull-TimeMiddle

Salary not disclosed

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Job Details

Mid-to-senior level accounting background.
Strong familiarity with fixed asset accounting and depreciation concepts.
Working knowledge of ATO or IRD depreciation rules.
Proficiency with QuickBooks Online, Xero, or Sage Intacct.
Excellent written and spoken English.
Experience in a customer support or client services role, preferably within SaaS.
Comfortable working independently in a fully remote environment during ANZ business hours.
Hands-on experience with lease accounting under IFRS 16 or ASC 842 (highly regarded).
Familiarity with Freshdesk, Zendesk, or comparable helpdesk platforms (highly regarded).
Exposure to Microsoft DevOps or similar issue-tracking tools (highly regarded).
CPA, CA, or equivalent professional accounting qualification (highly regarded).

Respond to inbound support tickets via Freshdesk Omni promptly and professionally.
Investigate and resolve platform queries with care, accuracy, and a clear audit trail.
Leverage Freshdesk’s AI-assisted tooling to triage, prioritise, and respond efficiently.
Provide informed support on fixed asset depreciation concepts (straight-line, diminishing value, units of use).
Support clients navigating lease accounting workflows under IFRS 16 and ASC 842.
Assist subscribers with GL integration queries across QuickBooks Online, Xero, and Sage Intacct.
Escalate complex platform issues to the Customer Success Manager with clear documentation.
Raise confirmed software bugs or feature requests through integrated Microsoft DevOps tooling.
Support new subscribers through the onboarding process.
Maintain and contribute to knowledgebase resources and help articles.

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