Customer Support Advisor II

We are seeking a Customer Support Advisor II to be a subject matter expert and key escalation point on our support team. This is not a standard support role; it is designed for a curious and resilient individual who is ready to solve our most complex challenges. You will not only resolve advanced customer issues but also proactively find and solve problems across the organization to enhance the overall customer experience.

What you will be doing:

• 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

What experience and skills we need you to have:

• Bachelor’s degree (focus in accounting, computer science, or other related field).
• 1-4 years of professional support experience.
• Strong problem-solving and analytical skills with a talent for navigating complex customer issues under pressure.
• High tolerance for ambiguity and a proven ability to solve problems creatively.
• A proactive, entrepreneurial mindset with a desire to improve processes and drive change.
• An infectious positive attitude and a genuine passion for delighting customers. You're energized by solving challenging problems and see every interaction as an opportunity to create a loyal fan, not just close a ticket.
• Excellent communication and interpersonal skills, with a talent for explaining complex topics to both technical and non-technical audiences.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced, dynamic environment.
• Advanced proficiency in Microsoft Excel (e.g., VLOOKUP, pivot tables).
• Proficiency with support ecosystems, including Zendesk, JIRA, and Confluence, and effective use of diagnostic tools like FullStory, DBeaver, Snowflake, and DataDog.
• Nice to Have:
• SQL certification or experience writing basic queries.
• Experience with G-Suite.
• Familiarity with using AI tools for diagnostics, data analysis, or query generation.
• 1+ years of software development (.NET MVC, C#, Entity Framework).
• Demonstrated experience in a technical support or escalation-focused role.

Benefits:

• Flexible PTO (including 11 holidays and your birthday off)
• 401(k) plan with employer matching
• Great health benefits with multiple plan option
• Option to choose between in office, fully remote, or a hybrid work environment for all employees
• Sabbatical program (4 weeks after 5 years of service)
• Casual dress environment (when in office)
• Catered lunches every Tuesday and Thursday
• Company events each quarter
• Signing stipend for a work-from-home setup
• Free gym membership at our office
• Annual employee development program stipend of $2,000 for each employee
• Flexible parental leave with 10 weeks paid leave for ALL new parents
• Fertility/adoption assistance
• Annual tutoring stipend for your children
• Mentorship program available immediately
• Regular team outings
• Advancement opportunities based on results, not politics
• Culture that emphasizes inclusiveness driven by our REDI Committee

$78,000 - $90,000 a year

The base pay range for this position is $78,000-$90,000. Please note: The final salary for this position will be determined in FinQuery’s sole discretion consistent with applicable law, and based on a variety of factors, including, but not limited to, the applicant’s skills, qualifications for the role, job-related knowledge, work experience, and FinQuery’s business and other operational considerations.

About Us

FinQuery is revolutionizing accounting automation and contract management. As the only provider offering a single platform for complete visibility into lease and vendor contracts, we empower organizations with unprecedented control over their top spending categories. Our award-winning AI-driven software helps over 8,000 organizations worldwide minimize risk, boost efficiency, and reduce costs. Join us as we redefine how businesses manage their finances.

FinQuery is an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status. FinQuery maintains a drug-free workplace.