Software Support Specialist ID-10887

December 2, 2024

Job Summary:

Are you an accounting professional or do you have experience supporting customers who use accounting, payroll, or tax software? Do you have a background in city or county government administration? CIC is seeking skilled individuals with these backgrounds to join our Government Peopleware Support Team!

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In this role, you'll provide critical support for software systems such as Records Management, Budgetary/Fund Accounting, Tax Administration, and Payroll/Personnel, used by cities and counties across multiple states. You'll work directly with local governments to resolve software issues, manage inquiries, and collaborate with internal teams to ensure smooth operations.

If you love problem-solving, have a strong attention to detail, and are passionate about helping local governments succeed, this is the perfect role for you!

Core Responsibilities:

Master CIC's software products to provide exceptional support for customers using our Help Desk system.
Log, track, and resolve support requests in a helpdesk ticketing system, ensuring accurate documentation of issues and resolutions.
Assist clients with troubleshooting for accounting, payroll / personnel 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, maintaining a response and resolution time of 35 minutes or less.
Ensure customer support calls are resolved within 72 business hours and keep escalations below 10%.

Required Skills:

Degree in Accounting, Business, or Relevant Experience in Accounting, Payroll, or Tax Software Support (equivalent experience will be considered in place of a degree).
Experience with Microsoft Office tools (Word, Excel, PowerPoint, and 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.

Bonus Skills and Experience:

Experience working with City or County government offices or administrations.
Knowledge of government financial operations or experience supporting government software systems.

CIC Team Member Benefits & Compensation:

Competitive Salary: $59,000 to $70,500 annually, based on experience and location, with opportunities for growth.
Work from Home: Enjoy the flexibility of working remotely from the comfort of your home.
Health & Wellness: Comprehensive medical, dental, and vision coverage with CIC covering 75% of the monthly premiums.
Retirement Planning: 401k plan with company contributions to support your long-term financial goals.
Generous Time Off: Paid vacation, sick leave, and holidays to maintain a healthy work-life balance.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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