Customer Support

• Exhibit POD domain proficiency
• Provide insights to clients on software functionality and workflow/best practices.
• Demonstrates initiative to problem solve and willingness to investigate platform functionality.
• Ability to maintain high levels of personal accountability and self-motivation.
• Communicates professionally with external and internal stakeholders.
• Create and Run Presentations
• Contribute to system FAQs
• Keep up to date with new product releases and enhancements
• Attend Weekly one-on-one meetings
• Attend Daily Standup meetings
• Accounting Responsibilities:
• Basic understanding of product-specific accounting guidance
• Review of internal and client-facing accounting articles
• Research relevant accounting guidance
• Clearly explain accounting guidance to customers
• Participate in system-focused presentations
• Lead Live Agent Hours/Webinars
• Technical Responsibilities:
• Growing technical knowledge to assist clients within the POD domain
• Communicates with the development team on any technical defects and software enhancements

Customer Support Advisor II

Manager, Customer Experience

Customer Experience Analyst

Director, Customer Experience

Customer Support – Book Publisher

Customer Service Lead