POSITION SUMMARY: Provide direct customer support via phone, intercom system or other media as required to end users of the Magnify system for all technology, training and system procedures. Contribute business knowledge and assist with design, development, implementation, support, and ongoing enhancement of the Magnify system. Identify, develop content and plan logistics for training of the Magnify product on an ongoing basis for both internal teammates and external end users (customers and associated ecosystem partners). Obtain and categorize regular input from users to aid in product development and continuous improvement of procedures and processes. Provide support to business owner(s) or may serve as business owner on less complex projects. Work in a team environment to accomplish team goals.
EMPLOYEES SUPERVISED: None
DUTIES AND RESPONSIBILITIES: Essential functions of the position include, but are not limited to:
1. Provide high quality, first-level product support to, and answer simple accounting and system interaction questions from, internal and external users of Magnify and the XERO/Figured technologies incorporated into the Magnify solution. 2. Identify and escalate second-level product support and more complex accounting questions to appropriate Magnify teammates, Technical Support, XERO, Figured and/or others, as applicable. 3. Help to define, create, and maintain standardized processes and procedures for resolving questions from users of the Magnify solution. Assist the Magnify Accounting Specialists and Accountants with customer service issues and complaints ensuring that internal service standards are met and customer services issues/complaints are resolved in a consistent, timely, thorough and responsive manner. 4. Assist with the creation and maintenance of an on-line help center and other training resources for internal and external users of the Magnify solution. Incorporate existing customer support resources of XERO/Figured and other vendors, as applicable. 5. Identify training needs of customers and assist in development of content to address these needs. Coordinate training delivery for in-person, online and self-guided training to end users and third party partners. 6. Develop content and coordinate internal functional training and learning needs as it relates to the Magnify solution. This includes, but is not limited to: training of new employees on the Magnify solution, training existing employees on updates/enhancements to the Magnify solution, as well as the XERO/Figured technology incorporated therein and internal processes/procedures. 7. Seek input from internal and external users, and identify user needs and opportunities to enhance the Magnify solution and the incorporated technologies of XERO/Figured to help create an unmatched customer experience. Provide input to product owners and vendors, as requested. 8. Assist with product development testing, as requested. 9. Assist in the definition creation, and maintenance of internal, standardized processes and procedures for use by retail lending. Create and maintain user guides and operating procedures as necessary, in conjunction with the Magnify Accounting Team and integrating the same into training and learning activities. 10. Assist in development of coordinated communications on the Magnify solution and process updates. Facilitate consistent interpretation of processes and procedures. Document changes to processes and procedures as it relates to retail lending and publish them via the most appropriate communication channel. Additional functions of the position may include: 1. Performs other related duties as assigned.
JOB SPECIFICATIONS: Two year college degree or equivalent experience in business, accounting, or related field. Bachelors degree preferred. The ideal candidate will have 1-3 years experience in customer support, training and/or associated fields.
Duties require: • Solid understanding of Associations’ internal and external business systems and processes, workflows, products, credit philosophy, policies and procedures. • Ability to obtain and maintain a working knowledge of the Associations’ philosophies around providing profit-based management tools to customers, including the Magnify solution and any successor technology platforms. • Ability to effectively and efficiently learn and utilize new software systems. • Strong interpersonal relationship skills. • Ability to work with diverse issues and people and provide excellent customer service. Strong customer service skills. • Strong written and oral communication skills. • Demonstrate problem solving skills and the ability to exercise sound judgment. Decision making ability and ability to evaluate, reason and differentiate situations. • Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills. • Proficient in Windows environment using Microsoft Word, Excel, and Internet Explorer. • Maintain a working knowledge of internal job roles and expectations. • Willingness/ability/adaptability to work with teammates to ensure support coverage is available from 7:00 a.m. – 6:00 p.m. CST– Monday through Friday (excluding holidays).
INTERNAL/EXTERNAL CONTACTS: All Association leaders and teams, external customers, and third party partners.
MENTAL AND PHYSICAL REQUIREMENTS: • Ability to use computer. This involves reading the screen and keying/typing information. • Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills. • Proficient in Windows environment using Microsoft Word, Excel, and Internet Explorer. • Ability to reason, judge, compare, calculate, evaluate and critique such information as written materials, numerical data, responses to customer needs and/or other work related activities. • Ability to complete work in an acceptable timeframe and manage a variety of detailed tasks and responsibilities simultaneously and with accuracy to meet deadlines, goals, and objectives and satisfy internal and external customer needs related to the job. • Ability to understand and explain various subject matter and consult on concepts, programs, terminology and methods. • Ability to operate the telephone and respond to calls and in-person inquiries. • Ability to move about the office with occasional reaching and bending. • Ability to successfully interact with and represent the organization to staff, officers, board members, customers, industry specialists, and the public at all levels. • Ability to use a keyboard/calculator/computer. This involves reading the screen and keying/typing information. • Ability to use and understand various computer software related to carrying out essential responsibilities of the position. • Ability to travel by auto or commercial transportation (up to 5%) to carry out essential responsibilities.
Requirements of the job include the ability to do the work, with or without reasonable accommodations. It is the Associations’ policy to make reasonable accommodations for individuals with disabilities. Leadership retains the right to add, subtract or change duties of the position at any time.
This document does not create an employment contract, implied or otherwise, other than "at will" employment relationship.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
|Date Posted||September 11, 2017|
|Date Closes||November 10, 2017|
|Located In||Omaha, NE|
|Job Type||Full-time Employee|
|Compensation||Salary, $44,020.00 - $64,910.00|
|SOC Category||11-3031.02 Financial Managers, Branch or Department|
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