[Hiring] WinCap Support Analyst @Harris Computer

Role Description

This role involves providing application support to customers using our WinCap School Financial Management software product line.

• Serve as a frontline, primary support liaison for WinCap clients by responding effectively to inquiries received by electronically submitted support tickets and phone.
• Handle escalated support tickets; working directly with customers to provide services and help resolve problems.
• Deliver training sessions for client webinars and user groups.
• Manage requests for bug fixes and software enhancements.
• Identify and recognize issues within the application, escalating to the development team when needed.
• Use discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Collect detailed information to categorize requests in order to determine method of resolution and create processes and guides.
• Demonstrate excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
• Exercise sound professional judgment in analysis of problems in order to: (1) attempt solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Other duties as assigned.

Qualifications

• Bachelor's degree in accounting or equivalent work experience.
• Knowledge of basic accounting principles and reporting standards, especially as they apply to fund-based accounting within school districts.
• Outstanding customer service and organizational skills.
• Exceptional analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Positive, results oriented mindset.

Requirements

• Accounting and/or payroll experience within a NY State school district or BOCES.
• Application support experience with accounting and payroll software packages.
• Knowledge of BOCES Services and BOCES Aid calculations and filings.

Benefits

• This position is budgeted for a starting salary between $55,000 - $70,000/year based on experience.