Customer Support Specialist ; Tier 1

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1) role at Black Mountain Software

5 days ago – Be among the first 25 applicants

Black Mountain Software has deep roots in small‑town America, from our founding in rural Montana to the local governments we now serve across the U.S. With industry‑leading government accounting software and the highest quality support, we've become a valued partner to hundreds of clients whose organizations look a lot like yours. We’re proud of our strong track record and are committed to another 30+ years of innovation and service leadership.

Today, we have over 50 team members and provide 30 integrated applications purpose‑built for busy municipalities, counties, special districts, and schools.

Enjoy helping others advance their knowledge and skills? When our local government customers have accounting and utility billing software questions, they rely on our renowned support team for assistance. We help quickly, professionally, and as awesomely as possible. We are seeking candidates with experience and/or education related to being a Customer Support Specialist. Knowledge of local government accounting functions such as accounts payable/receivables, billing, payroll, and financial reporting is a plus.

Other experience and/or education will also be considered. Salary, dependent on qualifications, is $38k to $55k. This is a full‑time, remote work‑from‑home position.

Job Responsibilities

• Provide support to our local government clients by analyzing problems, providing instructions, and resolving issues.
• Navigate communication over email and phone channels to quickly answer questions and resolve both technical and non‑technical problems.
• Diffuse tense situations and put customers at ease.
• Lead conversations with our clients about the solutions our ERP tools offer.
• Leverage critical thinking skills to implement out‑of‑the‑box solutions and solve customer tickets.
• Strive for one‑call resolution, following up with customers as needed on outstanding support tickets to bring tickets to close and ensure client requests are responded to.
• Take customer support calls during scheduled call shift.
• Direct clients to online training and job aid resources when applicable.
• Update client tickets and notes within the ticketing system.
• Maintain high customer satisfaction and quality scores as outlined by management.

• A passion for technology. Not only using it in your day‑to‑day life, but understanding how it impacts businesses, and specifically, small to medium local governments.
• Solid office computer skills using Microsoft Word, Excel, Outlook, Windows, etc.
• Multi‑tasking ability in a fast‑paced software company.
• Excellent problem‑solving and/or critical thinking skills.
• Good people skills: friendly, professional, collaborative, and careful listening.
• Exceptional organizational skills that allow you to work under strict deadlines and quickly prioritize tasks.
• Impeccable attention to detail, particularly with written and oral communications.
• Minimum 1 year experience providing customer service or technical support for a tech product via phone, email and/or chat.
• Bonus points:
  
  experience working in an email ticketing system such as Zendesk, Freshdesk, Intercom, etc.; knowledge of processes used in business or local government to manage accounting and utility billing functions such as accounts payable/receivable, billing, payroll, budgeting and financial reporting.

Our standard support hours are from 7 am – 5:30 pm MT. This position entails working an 8‑hour (excluding lunch) shift within that time period, Monday through Friday.

• Paid Time Off
• 401(k) options
• Health insurance with health savings account or flex plan
• Life insurance
• Personal leave
• Costco membership
• Internet stipend
• Studio Sweat on Demand membership
• Calm subscription

Remote or work from home.

Entry level

Full‑time

Other

Software Development