Technical Support Specialist (Accounting Integration) - WFH

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a pioneer in transforming software solutions for commercial contractors. Their mission is to streamline operations and empower businesses to thrive. They’re on the search for a talented Technical Support Specialist (Tier 2) to join their innovative team. If you're passionate about delivering top-notch customer service, thrive in a dynamic environment, and bring expertise in escalation processes and ticketing systems, they want you on board.

About the Role

• As a member of the Support team, you will join a fast-growing technology startup with the unique opportunity to help build out a critical function for the company.

• The ideal candidate is someone who works hard, demonstrates strong problem solving skills, and is willing to go above and beyond to provide an outstanding customer experience.

What you’ll do

• Provide technical support for customers integrating our software with QuickBooks, ERP systems, and other accounting platforms.

• Troubleshoot and resolve issues related to accounting integrations, including data synchronization, setup, and configuration problems.

• Assist customers with understanding how to map financial data between systems and use our product effectively in their accounting workflows.

• Work closely with the development team to identify bugs and suggest enhancements based on customer feedback.

• Assist the team in developing knowledge base articles, FAQs, and tutorials to assist customers with self-service solutions.

• Offer guidance and training to customers on best practices for using our software in conjunction with accounting systems.

• Track, document, and report support cases and interactions using our internal CRM and ticketing systems.

What You Bring

• Minimum 3-4 years of technical support experience preferably in a software or SaaS company.

• Experience working with accounting systems (e.g., QuickBooks, Sage Intacct) and ERP systems (e.g., NetSuite, SAP, Microsoft Dynamics).

• Familiarity with accounting principles and financial workflows.

• Excellent communication skills, both written and verbal, with the ability to explain technical issues in a clear, concise manner.

• Customer-focused attitude with strong problem-solving skills and attention to detail.

• Experience with support ticketing systems and CRM platforms (e.g., Salesforce).

• Basic knowledge of APIs and the ability to understand technical documentation is a plus. Previous experience working in customer support, accounting, finance, or bookkeeping roles.

• Familiarity with financial reporting, reconciliation, and tax compliance processes

• Willingness and ability to work on night shift to support US business hours